Job details
Job type full-time
Full job description
Overview:
The national accounts specialist supervisor role is an essential leadership to ensure uss elite agents provide a world-class customer experience for our uss a+ ranked customersThis elite service offering is vital to maintaining and expanding our a+ customer wallet share while efficiently guiding customers through the required process based on their initial request and uncovered opportunitiesThe eccs will be responsible for leading the team in qualifying and managing all the a+ ranked customer`s needs from sales, service, or billing and ensure they are handled with speed, efficiency, clarity and qualityThis role should have a clear understanding of people and performance management, uss sales and service processes, systems, products, and business sectors, along with a thorough understanding of the a+ customer they are assisting on each contact.
Responsibilities:
Demonstrate strong safety awareness and leadership set standards of excellence for the elite customer care team hire, train and mange members of the elite customer care team monitor elite calls, in and outbound, to observe employee customer experience skills, technical accuracy, and conformity to department processes respond, engage and qualify elite agent, and when applicable a+ customer, inquiries with confidence, empathy, and clarity provide continuous coaching and development to elite agents plan, prepare and track elite agent daily work schedules, ensuring optimal coverage demonstrate an entrepreneurial spirit-thrive on and seek out change while fostering that spirit within the teamContinuously seek out areas for improvement, suggest tactics to help improve efficiencies and the customer experience monitor the call management system to identify operational issues and/or proper coverage is constantly maintained generate monthly metric and scorecard reporting provide constant development and mentoring of personnel provide regular feedback and coaching sessions track and approve employees in payroll system drive team accountability and performance delivery build and maintain strong cross-functional relationships to ensure elite experience delivery build and maintain high-quality, long-term partnerships with a+ ranked customers provide swift, customer-centric resolutions for a+ customer escalations hold professionally engaging conversations over the phone and via e-mail industry knowledge: ag, industrial, construction, residential, gov., commercial, events be aware of competitor activities in the region and assess opportunities for business development work to revenue targets and kpi`s as set by manager build and maintain strong interdepartmental relationships within cx, operations, national accounts, etcTo provide an exceptional customer experience assist with cross-functional team requests and communications utilize outside sources to assist in driving kpi`s and manage intelligently ensure customer`s needs are met while adhering to the uss managerial process keep up to date with industry news to identify opportunities for new business act as the subject matter expert of all uss products and serviceseducate and assist agents on how to expand customer spend produce quotes and orders through uss tools and systems document sales activities and leverage business intelligence through salesforce.comknow the key steps of projects and project management ability to navigate salesforce.com effectively and efficientlyadding: projects, contacts, accounts, other applicable data entry champion, demonstrate, and uphold our values: easy, safe, & clean perform other duties as required by management demonstrate a desire to succeed and win as well as grow career opportunities
Qualifications:
Strong pc proficiency (microsoft office, crm, etc.) customer service experience positive and professional leadership coaching and development customer relationship management ability to solution sell through value alignment to differentiate uss offerings from the competition ability to control and direct conversations to ensure positive results teamwork across uss departments to `exceed customer needs` capable of working independently with limited direction quality listening and communication time management and organization excellent follow up skills (leads, issue resolution, etc.) strong written and verbal communications convey confidence of their expertise to customers decision making and problem solving physical requirements sit while answering phones or reply to emails use hands and fingers to handle, control or feel objects tools or controls repeat the same movements when entering data see details of objects that are less than a few feet away speak clearly so listeners can understand understand the speech of another person focus on one source of sound and ignore others hear sounds and recognize the difference between them see differences between colors, shades and brightness
Eeo statement united site services is an equal opportunity employerIn accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local lawOur commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
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Posted 7 days ago
