Evening Team Lead

Role Responsibilities

• Coordinating work activity of the production representatives, ensuring superior customer service
• Conducting regular meetings, coaching, and feedback sessions with direct reports; regularly monitoring performance and tracking key individual metrics
• Making reservations, answering calls, intake, and processes requests
• Following up on client messages relating to the production reps, consulting activities, and basic negotiation
• Resolving all client and hotel calls regarding extensions, early departures, or changes to a reservation
• Ensuring clients’ issues related to production reps are addressed and resolved in a timely and effective manner
• Promoting accuracy and quality in service via spot-checking requests and reservations about client guidelines
• Conducting quality call monitoring as needed
• Ensuring due times are met
• Assisting in producing and analyzing relevant statistics, including identifying trends and insights
• Ensuring staff achieves targeted metrics via coaching, developing, and disciplining
• Collaborating with Learning & Development to ensure all staff are appropriately trained
• Participating in and/or coordinating projects, workgroups, and events within the team and across CLC
• Assisting with an overflow of work as needed
• Monitoring workflow daily

Qualifications & Skills

• A High School Diploma or GED
• 1-3 years of related supervisory experience
• Demonstrated ability to teach others, work in a team environment, and deliver superior service
• Demonstrated ability to develop, report, interpret, and act on key metrics
• Proven problem-solving skills, identifying root causes and solutions through a high level of critical thinking
• Ability to thrive and excel in a fast-paced environment with changing priorities
• Positive “can-do” attitude, self-motivated, and committed to high workplace standards
• Proven effective and professional oral and written communication skills with various levels of audience
• Excellent interpersonal skills
• Working knowledge of Microsoft Word, Excel, Outlook, and the internet
• Extremely detail-oriented and organized
• Prior experience as a subject matter expert for policies and procedures is highly desired
• Takes initiative, demonstrates personal responsibility and ownership, and exemplifies what it means to provide the highest level of customer service

Benefits & Perks

• Up to $6,000 Referral Incentive
• Medical, Dental & Vision benefits are available the 1st month after the hire.
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacations, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes