Company Description

At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations. 
Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. 
We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.

Job Description

The Customer Service Team Lead/Supervisor is a front-line manager for a team of CSRs (Customer Service Representatives) on our Customer Service and Support Team. The Customer Service and Support Team acts as a full maintenance customer care center for our clients, who own residential and commercial properties across the United States. This team is responsible for handling inbound calls from residents and store managers to create new maintenance service requests or provide updates on existing service requests. The team creates work orders in our proprietary software system, working through troubleshooting questions and logic to accurately determine the nature of the issue affecting the property, then properly document and classify the work order to ensure a timely and cost-effective repair by one of our qualified Affiliates. The goal of the Customer Service and Support team is to create perfect work orders, allowing for seamless dispatch and completion of work by our network of vendors.

The Team Lead is responsible for ensuring effective and quality performance by the CSR’s reporting to them and delivering a service that meets or exceeds customer expectations. They are a key interface to the client in the event of dispute or escalation and a point of expertise on the use of the One by SMS Assist technology platform. This role is a first point of entry into a management role in the Customer Service Ops career track.

Manages and Develops Customer Service Representatives:

• Trains, develops, and manages their respective team and its members, continuously improving the performance of the team through coaching and development of team members
• Drives improvement in Key Performance Indicators and metrics through exception management and positive reinforcement of scorecards
• Carries out daily performance management of all the CSRs in the team
• Monitors and ensures that their team is compliant with the guidelines of the Employee Handbook and departmental requirements
• Serves as the main point of contact for ensuring CSRs adhere to proper time and attendance and scheduling/overtime regulations and procedures
• Collaborates with their own, and the broader CSR teams, to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team

Internal and External Relationship Building:

• Plays a key relationship building role both as an internal liaison between CSRs and other departments and as a key contact for external customers and vendors in case of any escalation
• Facilitates any necessary information with their Operations and Site Directors
• Communicates any process or performance concerns to Managers on a timely basis
• Effectively communicates and collaborates internally with the Service Delivery and QA teams, and act on feedback accordingly

Technical Expertise:

• Uses Expertise in the scope of work for clients within their area to ensure their team’s understanding of the scope of work
• Fully understands the Billing process and educates CSRs when necessary
• Trains others on the company’s systems and processes
• Provides Management Information data as required

General

• Fosters a positive team environment
• Acts as a role model for professional behavior and performance at all times
• Ensures confidentiality of internal and external data
• Performs ad-hoc projects and other duties as assigned

Professional Skills

• Metric Based Team Management - PROFICIENT
• Customer Service - PROFICIENT
• Verbal Communication - PROFICIENT
• Written Communication - PROFICIENT
• Teamwork – PROFICIENT
• Relationships – PROFICIENT
• Organizational Awareness - PROFICIENT
• Learning Agility – PROFICIENT
• Analysis - PROFICIENT
• Problem Solving – PROFICIENT
• Process Orientation – PROFICIENT
• Prioritization – PROFICIENT

Role Specific Skills

• Basic understanding of common single-family home maintenance areas and systems (appliances, HVAC, etc.)
• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
• Previous experience (> 2 years) of demonstrated success in team management preferred

People Management Skills

• Proficient in basic people management processes
• Proficient in leading a small team on a day to day basis, within a broader organization
• Focus on continuous improvement and challenging the status quo to deliver better performance

Qualifications

• Education Level – Undergraduate degree / internship preferred; Minimum High School Diploma required
• Demonstrated success in managing teams to deliver improved performance
• Fluent in Spanish

Qualifications

Professional Skills

• Metric Based Team Management - PROFICIENT
• Customer Service - PROFICIENT
• Verbal Communication - PROFICIENT
• Written Communication - PROFICIENT
• Teamwork – PROFICIENT
• Relationships – PROFICIENT
• Organizational Awareness - PROFICIENT
• Learning Agility – PROFICIENT
• Analysis - PROFICIENT
• Problem Solving – PROFICIENT
• Process Orientation – PROFICIENT
• Prioritization – PROFICIENT

Role Specific Skills

• Basic understanding of common single-family home maintenance areas and systems (appliances, HVAC, etc.)
• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
• Previous experience (> 2 years) of demonstrated success in team management preferred

People Management Skills

• Proficient in basic people management processes
• Proficient in leading a small team on a day to day basis, within a broader organization
• Focus on continuous improvement and challenging the status quo to deliver better performance

Qualifications

• Education Level – Undergraduate degree / internship preferred; Minimum High School Diploma required
• Demonstrated success in managing teams to deliver improved performance

Other Relevant Qualifications

• Bi-lingual (Spanish) highly preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.