Overview

Lead Customer Service Representative

About Motili

Motili's technology platform allows property managers, owners, and investors to easily manage repair and replacement jobs. Motili handles all aspects of the job from scheduling to ordering equipment to invoicing, making Motili the single point of contact for all property maintenance and equipment replacement. The Company offers a comprehensive benefits package. Benefits for employees include healthcare and dental insurance, life and long-term disability insurance, 401K, and different types of paid time off. Visit https://www.motili.com to learn more.

The Opportunity:

Motili is seeking a skilled individual for our Lead Customer Service Representative position at our Motili - Colorado location. The Operations Team Lead oversees Job Management Representatives to ensure integrated jobs are moving through the process within the agreed upon Service Level Agreement, while maintaining all client facing and company expectations. Provides direction to the team on processes and developments; ensures the team has the training and tools to perform their jobs; and provides ongoing support while inspiring and motivating the team. Coaches and mentors, the team(s) to meet or exceed their goals on a daily and monthly basis. The Operations Team Lead oversees daily operations of Integrated Job Management (JM) and Integrated Ordering for unoccupied properties across multiple business segments; Multi Dwelling, Single Family, Commercial and e-Commerce. Reports directly to senior management. Adheres to Motili Inc. culture related to respect for the individual, service to our customers and striving for excellence.If you meet the qualifications listed below, then we invite you to apply for our open position by visiting our website at http://careers.daikincomfort.com/.

Responsibilities

May include:

• Ensure customer teams are effectively executing duties to meet customer expectations. Coach, train and mentor individual team members as necessary on a daily basis, including documenting the interaction on an individualized and ongoing development plan.
• Support team in meeting client Service-Level Agreements (SLA) requirements including but not limited to taking calls, entering work orders, and/or responding to general issues. Positively respond to ad hoc client requests on a timely basis.
• Validate job(s) in customer portals are complete to include all information presented (pictures, permits, final inspections, etc.); final check before client is invoiced by accounting department.
• Serve as initial escalation point to resolve problems as they arise through coaching job management representatives and/or working with the client to resolve. Elevate matters as needed to applicable manager.
• Maintain up-to-date awareness of customer SLA’s via company provided reporting methods
• Establish and track Daily, Weekly & Monthly Goals, both individual and for the team.
• Analyze metrics, data, and other tools to validate employee productivity, process efficiencies and overall client satisfaction; to ensure the segment has optimized resources.
• Maintain the confidentiality of all customers, client, and Company information.
• Conduct Product & System Training (Initial & Ongoing)
• Assist department manager in creating, preparation, implementation, and overall management of Standard Operating Procedures (SOPs) applicable to the group. In addition, identify opportunities and implement continuous improvement processes.
• Keep current of industry products, terminology, trends, and practices.
• Maintain clean, professional, and safe work environment; creating an environment that welcomes employees and colleagues.
• Maintain a flexible work schedule to accommodate account/client needs.
• Participate in additional projects/activities to support ongoing business needs.

Nature & Scope:

• Works within knowledge and provides direction and training
• Exercises discretion and independent judgment while performing work duties relative to the account operations

Qualifications

Knowledge & Skills:

• Strong working knowledge of the industry and job management practices and procedures
• Demonstrated learning skills; ability to quickly learn the aspects of the Company and the role
• Excellent customer service background and relationship management and negotiation skills including abilities with de-escalating and resolving conflicts within a work setting while remaining professional
• Ability to effectively train and mentor individuals
• Strong knowledge of MS Office – Excel, Word, PowerPoint, and Outlook - Email/scheduling, creating, and updating spreadsheets
• Background using Project Management software tools – preferred
• Attention to detail and accuracy, effective organizational and time management skills
• Strong analytical and problem-solving skills.
• Effective verbal and written communication skills and interpersonal skills; establish positive working relationships
• Ability to apply discretion, good judgement & decision-making skills along with strong work ethics & integrity on the job
• Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives 

Experience:

• 2 - 3 years in Job Management or related role including 5 years in customer service overall
• 3 years of experience in a leadership role is preferred
• Experience with Freshdesk, Customer Support Software is preferred

Education:

• Four-year Technical or Business Degree or equivalent combination of education and experience
• OSHA 10 or 30 training – preferred. (As an employee, Motili will pay for this training – online)

Physical Requirements/Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Travel up to 20%- travel to a client site or trade show
• Ability to work outside of standard business hours in order to meet the needs of the business.

Pay Grade:

• $22.00 - $27.00

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.