Job Description
Duties/Responsibilities:
Monitor daily goals and send team status updates.
Lead quality assurance activities for your team
Contribute to daily production activities to ensure SLA achievement
Work with many customers (via phone, chat, or email) to understand their marketing needs and coach them in creating and submitting brand-enhancing content and program-abiding documentation
Serve as a subject matter expert (SME) for assigned client program and develop a deep understanding of program guidelines and operational processes
Identify, document, and communicate potential operational efficiencies
Guide a positive, proactive, operations-oriented environment and coordinate with supervisor and other regional leads to drive improvement
Anticipate internal hurdles and course-correct to prevent inefficiency in workflow
Proactively communicate to keep all key internal stakeholders updated on program progress and performance
Work closely with supervisor and other regional leads to manage program(s)
Partner with internal training team to onboard new employees
Qualifications:
7-9 years previous experience working in a high-pressure deadline-driven environment
2+ years experience responding to customer inquiries via emails, chats and telephone calls using a customer service platform
Bachelor’s Degree in a business, communication, journalism or marketing related field
Good working knowledge of the automotive industry in the United States
Ability to coach and challenge team members in an honest, open, and constructive style
Strong math, written and verbal communication skills, as well as proven problem-solving and multi-tasking ability
Ability to organize work, handle multiple tasks and meet deadlines
Exceptional client and customer service background
Some technical experience (administrative, data hierarchy structures, website configurations, Office 365 applications)
Excellent command of the English language with excellent verbal and written communication skills