What are the responsibilities and job description for the Care Team Lead (Hybrid or Remote) position at RowCal?
Care Team Lead
Location: Plymouth, MN or Remote
About RowCal
RowCal is a fast-growing, innovative HOA and Property Management company, bringing "The Smarter Way to HOA" to thriving communities across the United States. Focused on Our Mission "To empower, enrich and elevate HOA communities and the lives of our employees who serve them", we are committed to doing things better with a can-do attitude and joyful spirit that puts HOA leaders at ease. We'll be a partner who cares, collaborates and creates the best HOA experience for a community.
Our core values of trust, innovation, fun, and growth are at the heart of everything we do. Help us transform HOA communities and make "home" extra special for the members we serve. You'll love what you do!
jOB sUMMARY
The Care Team Lead assists the Care Team Agents with complex or escalated customer support issues.
Responsibilities of this role include but not limited to:
If you are someone who cares about uncompromising quality and continuous innovation along with exceptional client service, we are looking for you to join our amazing team. This position supports the business through customer service. Responsibilities include, but are not limited to:
- Ensuring that your Call Center Team knows their objectives
- Call Q/A
- Taking call escalations and general team assistance (queues) as needed
- Ongoing coaching and development of your team
- Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs)
- Preparing reports for your Manager on performance against these KPIs
- Ongoing motivation of your team
- Hosting Team Meetings
- Identifying and addressing any people issues and being a pillar of support for your team members
- Promoting awareness of any company-wide customer experience initiative
- Other duties as assigned.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- 1 years of team lead/supervisory experience required
- 1 years customer service experience required
- Zendesk experience (6 months)
- Good interpersonal skills
- Coaching ability
- Being accountable and responsible for your team's performance
- Being organized and numbers-driven
- Customer focused
- Employee focused
- Understanding of basic HR guidelines
- HOA Experience is a plus but not required.
- Strong working knowledge of Microsoft Office Suite (Word, Excel, and Outlook)
- Must have attention to detail skills and excellent written communication skills.
- Able to handle multiple priorities and prioritize effectively.
- Flexible and skilled at working in a fast-paced environment.
- Skilled at functioning independently and as a member of a cross-functional team
Benefits
In addition to offering our team members competitive pay, we offer an excellent benefits package including 401k matching, paid time off, health insurance, dental insurance and vision insurance for employees and dependents. We also offer disability insurance along with other important benefits to ensure that our workers feel respected and valued. Although we work hard, we encourage our employees to always maintain a healthy work-life balance, so they can focus on their families and pursue outside interests.
We also strongly believe in community service and in making an impact at the local level. As a RowCal employee, you'll be allotted time off each year to engage in service with one of our community service partners.
RowCal is an Equal Opportunity Employer, meaning we do not discriminate against any employee or applicant because of race, color, sex, ancestry, national origin, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, military or veteran status, or any other or any other federal, state or local protected class.
