Voted St. Louis Best Places to Work in 2016, 2018, 2020, 2021, & 2022!

Over the last 5 years, Hoffmann has grown from a small family business of 50 employees to a 400-member multi-market organization with significant aspirations for further growth. We recognize the quality of our people enables this growth and now is your chance to join our team.

We are looking for a Customer Experieince Team Lead in St. Louis. This person will need to be a talented & passionate individual with proven success as a Hoffmann Brothers CXR team member to join our leadership team by taking on a Team Lead role. In addition to your responsibilities on the phone, you will coach/mentor a small team of approximately 7-8 CXRs. The selected candidate will have the opportunity to learn what it takes to make their team “tick” and use that knowledge to motivate them to excel. Additional responsibilities include collaborating with fellow team leaders, dispatch, and department managers to meet departmental and professional goals.

• This role will be based in our Maryland Heights office, 2043 Woodland Parkway 63146

Responsibilities:

• Assist with customer service work (answering phones) during high call volume periods
• Communicate expectations, assignments, & responsibilities clearly and professionally to CSR Coordinators
• Team Lead will be responsible for ensuring all team members collectively meet KPI goals
• Provide bi-weekly coaching (professional development sessions)
• Cube alongs, 1:1 meetings, & job follow-up reviews
• Review & approve timecards weekly for payroll processing
• Provide feedback to the Customer Experience Manager (CEM) for 90-day reviews and Annual Reviews
• Provide continual training on new procedures, updates, techniques, etc.
• Provide both positive and constructive feedback in a timely manner
• Use empowerment, trust, and other strategies to develop & motivate team members
• Develop Team monthly incentives
• Assume additional duties assigned as needed by CEM

Qualifications:

• Understanding of CSR procedures, and software applications
• History of developing process improvements to existing procedures
• Strong desire to help motivate and elevate others to achieve success
• All employees of Hoffmann Brothers must consider safety as their primary job. General knowledge of safe working practices and federal/state OSHA requirements is required as applicable.

Physical Demands/Working Conditions:

To adequately perform the duties of this job, the employee is regularly and routinely required to sit, stand, walk, stoop, use hands, fingers, handle controls, hear, and talk. Individuals may need to sit at a desk or table for long periods of time. The employee frequently is required to reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus. Employees in an office environment may be required to occasionally lift up to 25 pounds depending on the position.

Hoffmann Brothers is an Equal Opportunity Employer