Home Delivery Scheduling Lead

Responsibilities

• Live Our Vision, Values and Beliefs
• Provide support in a contact center environment with 50+ associates; train, provide continuous education, and coaching for Scheduling Associates to elevate quality
• Motivate and coach associates to provide an unmatched, world-class customer experience during each step of the scheduling process
• Facilitate the Training and Onboarding process for new associates
• Understand, track, and optimize key metrics; meet or exceed performance standards established for the role
• Support associates with sensitive situations for dissatisfied customers by developing a deep understanding of our processes and products; collaborate with internal and external partners to resolve customer issues
• Manage workflow and delegate special projects
• Maintain compliance with all company policies and procedures

Requirements

• 3+ years customer service or delivery logistics experience
• Passion for providing a first-class customer experience
• Self-starter, proactive, organized, and detail-oriented
• Resilient in the face of adversity and ability to excel under pressure
• Communicate effectively; strong listening, verbal, and written skills
• A solution-oriented and positive mindset that openly embraces change and stretches goals
• Strong technical aptitude and comfort navigating across multiple systems
• Ability to work a flexible schedule including weekends and mandatory overtime