Customer Service Team Lead - Follow-Up Team

Who We Are
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 Summary
The Customer Service Team Lead is a senior member of the CSR team responsible for ensuring effective and quality team 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 career track.
Responsibilities
Manage and Develop Customer Service Representatives:

• Consistently communicate strategic initiatives of the department to front line CSRs, including reasoning and justification for such initiatives
• Monitor and ensure that their team is compliant with the guidelines of the SMS Employee Handbook and departmental requirements.
• Carry out daily performance management of all the CSR’s in the team.
• Serve as the main point of contact for ensuring CSR’s adhere to proper time and attendance and scheduling/overtime regulations and procedures.
• Train, develop and manage their respective team and its members.
• Collaborate 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

• Communicate any process or performance concerns to Managers on a timely basis.
• Play a key relationship building role both as an internal liaison between CSR’s and other departments and as a key contact for external customers and vendors in case of any escalation.
• Effectively communicate and collaborate internally with the Service Delivery and QA teams, and act on feedback accordingly.
• Facilitate any necessary information with their Operations and Site Directors.

Technical Expertise

• Train others on the company’s systems and processes.
• Provide Management Information data as required
• Use expertise in the scope of work for clients within their area to ensure their team’s understanding of the scope of work.

General

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

Professional Skills
An individual fully established in this role frequently demonstrates the following skills:

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

Role Specific Skills

• Previous experience (> 4 years) in customer service call center environment required
• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
• Previous team leader experience preferable
• One by SMS Assist knowledge and proficiency

People Management Skills

• Proficient in leading a small team on a day to day basis, within a broader organization
• Proficient in basic people management processes

Qualifications
Minimum Qualifications

• High school diploma required

Other Relevant Qualifications

• Undergraduate degree / internship preferred

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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.