Sales Leader

Job Summary: As a Sales Leader, you will be responsible for leading and managing a team of sales representatives to ensure the delivery of exceptional sales service. You will play a crucial role in enhancing customer satisfaction and loyalty by overseeing the resolution of customer issues and providing guidance to the team. The ideal candidate should possess strong leadership and communication skills, a passion for customer service, and the ability to drive the team towards achieving company objectives.

Key Responsibilities:

1. Team Leadership: Lead, mentor, and motivate a team of customer care representatives to achieve individual and team performance goals. Foster a positive and collaborative team culture, encouraging professional development and growth.

2. Customer Support: Monitor and evaluate customer interactions to ensure that all customer inquiries, complaints, and issues are handled efficiently, accurately, and with a high level of courtesy and professionalism.

3. Quality Assurance: Implement and maintain quality assurance programs to review customer interactions and ensure adherence to established service standards and company policies.

4. Performance Management: Set performance targets and conduct regular performance evaluations of team members. Provide feedback, identify areas of improvement, and create action plans to address performance gaps.

5. Training and Development: Plan and conduct training sessions for new and existing team members to ensure they have the necessary knowledge and skills to provide exceptional customer support.

6. Escalation Handling: Oversee the handling of complex or escalated customer issues, ensuring timely resolution and customer satisfaction.

7. Data Analysis: Utilize data and metrics to analyze team performance, identify trends, and develop strategies to improve overall customer service levels.

8. Process Improvement: Continuously evaluate and refine customer care processes to enhance efficiency, effectiveness, and overall customer experience.

9. Cross-functional Collaboration: Collaborate with other departments such as Sales, Marketing, and Product Development to address customer concerns and provide insights for product and service improvements.

10. Customer Feedback: Gather and analyze customer feedback to gain insights into customer preferences and pain points, and use this information to enhance customer care strategies.

11. Handle Difficult Situations: Step in to assist with resolving challenging customer issues or complaints, demonstrating excellent problem-solving skills and empathy.

12. Reporting: Prepare regular reports on team performance, customer feedback, and key performance indicators (KPIs) for management review.

Additional Responsibilities: 13. Update ERP: Ensure the timely and accurate update of the Enterprise Resource Planning (ERP) system with relevant customer interactions and information.

14. Check for Missing Calls or Messages: Monitor and address any missed calls or messages to ensure prompt follow-up and resolution.

15. Workiz or Platform Management: Take care of Workiz or any other platform utilized for customer service, ensuring smooth operations, efficient communication, and effective issue tracking.

16. Tracking Teammates' Leaves and Absences: Collaborate with HR to track and manage teammates' leaves and absences, ensuring adequate coverage and adherence to company policies.

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