What are the responsibilities and job description for the Call Center Team Lead position at Latcha?
Lead the process and management of a Call Center for Automotive Dealerships. Coach a team of Customer Service Agents to ensure effective support to client and customers. Most of the action is outbound calls based on dealer leads.
Build, develop and manage a customer service call center – inbound and outbound calls. Specifically designed for Sales and Service Departments, the customer service lead will provide training to the agents to enhance crucial phone and communication skills, leading to improved customer interactions and overall sales performance. The Team Lead manages the representatives supporting Dealerships across the USA who will answer questions from customers via online tools or phone.
RESPONSIBILITIES
- Leadership skills: Mentoring, guiding and motivating team to meet or exceed KPI’s/ customer expectations
- Write scripts and train service representatives on how to conduct calls.
- Work with our IT department to get the program set up and running.
- Manage outbound calls, based on dealer leads. Provide troubleshooting assistance for efficiencies or issues, ensuring timely resolution.
- Track and measure team performance, Call performance, Chat performance, Emails, Documentation, etc.
- Address and resolve customer inquiries, escalating complex issues to the appropriate departments when necessary.
- Coach team to help perform to best ability
Exceptional communication skills are the frontline for dealerships. Our team's ability to connect, build rapport, and effectively convert phone inquiries into satisfied dealers is critical to driving sales and building customer relationships. Helping sales, service, parts and reception succeed!
QUALIFICATIONS
- Bachelors (4-year) degree is preferred
- Minimum 2 years experience
- Excellent phone skills, focused on outbound calls to dealership customers
- Experienced managing small remote teams up to 6 people
- Customer service software skills – Twilio Flex is a plus
- Have physical and mental requirements to meet the above listed job responsibilities to include sitting at a desk / computer for long periods of time, strong customer service via phone skills, using computer communication tools including headset.
Salary : $45,000 - $55,000
