ArbiterSports
  • 29-Jun-2018 to 28-Jul-2018 (MST)
  • Customer Success Center
  • Sandy, UT, USA
  • Based on Experience
  • Hourly
  • Full Time

This position is eligible for benefits.


Summary:

The primary role of the Customer Success Center Team Lead is to resolve client's issues by managing, training, and supporting Tier I and Tier II Customer Success Center Representatives and proactively engaging clients.

 

Essential Job Functions:

  • Supervisory responsibility to ensure all phone calls are answered within the agreed upon SLA (Service Level Agreement) and in a professional manner.
  • Supervisory responsibility to ensure all emails are responded to within the agreed upon SLA. 
  • Supports the Self Service Engineer (or other help tools) to ensure content is up-to-date and is easily accessible to clients.
  • Develops solutions to meet changing and growing support needs.
  • Conduct weekly one on one training and host weekly group training sessions, and monitor agent phone calls to train on ArbiterSports products and how to handle support requests.
  • Complete quarterly employee evaluations for direct reports.
  • Manage shifts for Tier I and Tier II Customer Success Center members including approving payroll time, time off, scheduling, and monthly performance bonus achievement.
  • First level interview of applicants for open positions in the Customer Success Center .
  • Provide input into Tier I and Tier II Customer Success Center staff advancement, promotion, and termination.
  • Train and coach Tier I and Tier II Customer Success Center staff
  • Arrive on time and set the example of job duties and Customer Success Center duties.
  • Handle complex and escalated Customer Success Center service issues
  • Work with department manager to set variable & non-variable compensation targets
  • Other duties as assigned
  •  

Qualifications:

  • Thorough knowledge of ArbiterSports products.
  • SQL knowledge a plus
  • Understanding of client base and who the key customers are.
  • Ability to manage people and multiple projects.
  • Proven experience on providing positive and constructive feedback to co-workers.
  • Can write coherent and grammatically correct emails and department notices.
  • Knowledge of competing products and their strengths and weaknesses.

 

ArbiterSports
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