Company Description

SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like residential, retail and restaurant with a dense Affiliate (vendor) network that specializes in more than 45 trades like landscaping, plumbing and HVAC. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders daily.

Every day we strive to provide the best service to our customers through relentless innovation, ambition, passion for people, accountability, and unquestionable integrity. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture.

Job Description

CUSTOMER SERVICE TEAM LEAD
Preference given to applicants that have flexible schedules and can be available evenings and at least one weekend day a week. (Office open 5am - 9pm daily)
Competitive salary & full benefits!!

**This role is a first point of entry into a management role in the Customer Service Ops career track. 

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. 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.

Using our proprietary software system to create perfect work orders, allowing for seamless dispatch and completion of work by our network of vendors and delivering a service that meets or exceeds customer expectations.

Responsibilities
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

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

Minimum Qualifications
● Education Level – Undergraduate degree / internship preferred; High School Diploma required
● Demonstrated success in managing teams to deliver improved performance
Full-time, benefits, target salary range $50 - $57k bonus. (Bi-lingual $ )

Additional Information

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice. SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.