Customer Support Center, Team Lead
Job Details
Fully Remote
Full Time

YOUR MISSION:  Your mission is to be our team's frontline leader,  taking accountability for all aspects of our call center.  You will support the Supervisor you are partnered with on  coaching and leading a team of approximately 20 Customer Support Representatives (CSR) on a consistent basis and you will ensure the team delivers world class customer service and exceeds client expectations.

 

YOUR LEGACY:  From your time in this role, CSRs will receive more coaching and development which led to them achieving higher levels of performance.  You were  instrumental in creating new processes that were scaled to support Urgently’s rapid growth.   The result?  You helped Urgently become the world’s leading mobility assistance company.  

 

 

WHAT YOU’LL BE RESPONSIBLE FOR:  

Monitor and coach all your agents performance:  

  • Monitor, measure, KPIs, metrics, performance, conduct and attendance. 

  • Notify your  Supervisor of any opportunity areas you identify while performing these duties both real time and/or during scheduled meetings.

  • Completes all your daily / weekly deliverables on time

    • Timecards , welcome emails, daily metrics, coaching trackers, and absence reports

  • Answer CSR questions in all channels of communication so that your team can continue to deliver high quality service. 

  • Ensure all of your CSRs adhere to all company  policies - in particular those concerning their attendance, discipline, and teleworking.

Respond to escalations.  

  • Respond to and resolve escalated issues and or unique/complex requests from customers  while monitoring daily workflow. You will do this through communicating and relating with both staff members and customers.

Showcase great leadership skills to carry team members along.

  • Monitor adherence and proactively live listen to calls and address any opportunities 

  • Proactively communicate daily team metrics and tips on how to improve metrics

  • Reward/shoutout CSRs with great calls and improvements on metrics

WHO YOU ARE:

You love people and believe it’s your job to make sure they love being at work.  

  • Your exceptional interpersonal skills impact the positive and productive experience your colleagues have at work.  

  • Others say you have carried the “culture torch” in your other workplaces and you are psyched to ensure that Urgently is one of the best companies to work for nationally.

You are known for communicating exceptionally well and leading with radical candor.  

  • You provide helpful feedback and coaching to your team that they are eager to get because it helps them get better.  

  • Each of your team members is clear how long it will take you to respond to their questions and needs.  

You provide the most awesome customer service imaginable. 

  • You demonstrate deep empathy when dealing with frustrated customers - treating each of them as though they were a family member.  . 

You have been told proactiveness is your middle name. 

  • Without being asked or told to do so,  you escalate any abnormalities and build and deliver solutions before problems can become problems. You hate having to play “reactive whack-a-mole.”

You are deeply curious.  

  • You are the master double clicker.  You are always wanting to learn and understand more + how you can solve a root cause issue.  The result?  An improved CSR and customer experience.

 

THE NITTY GRITTY:

  • Location = Great news!  You have the option of working from anywhere in the U.S.!   Successful candidates for this position must be located outside of California.  It is also our expectation that all work for this position will be conducted outside of the state as well.

  • Manager = You’ll report to CSC Supervisor

  • Compensation = Commensurate with experience for a company of Urgently’s size

  • Benefits =  At Urgently, we have awesome benefits!   We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans (on the base dental plan, we pay the full cost for employee-only coverage!), a vision plan, and other valuable benefits. You’ll have 12 holidays off and you accrue between 10-20 days of paid time off annually based on your years of service.  We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that.  Free money!

 

OUR FAIR HIRING PRACTICES:

At Urgently, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers and the communities where we operate. We are an equal opportunity employer which means that employment and advancement at Urgently is based on a person's merit and qualifications. 

 

We do not discriminate against any applicant or employee on the basis of race, ethnicity, color, national origin, ancestry, citizenship, religion, creed, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender, gender identity or expression, physical or mental disability, or any other characteristic protected by federal, state or local law. 

 

You should also know that we adhere to these same principles in all aspects of employment, including, but not limited to, recruitment, hiring, job assignment, compensation, promotion, access to benefits and training, discipline, and termination of employment. 

 

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and similar applicable state laws. Please let us know if you need assistance completing any forms or to otherwise participate in the application process

 

For more information, visit www.geturgently.com

 

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