Key Account Team Lead

Responsibilities

• Customer Service Call Management
• Participate in and ensure Clopay National Accounts achieves a high level of customer satisfaction with assigned Key Accounts and all CNA clients as it pertains to management of handling service calls (dispatch, quoting & project management).
• Areas of focus include, but not limited to:
• Knowledge of customer expectations and pricing programs.
• Timely dispatch.
• Timely and Accurate Quote Submission.
• Proper vendor selection.
• Pro-active management of dispatch and follow-up.
• Internal and external communication (systems and key people).
• Ability to perform the duties of a Service Project Coordinator/Project Manager.
• Ability to fill in on the On-Call Rotation when needed to ensure we have proper coverage.
• Associate Management Lead and develop an effective Key Account Team so that the team and the organization exceeds all productivity and quality targets.
• Improve customer support skills through coaching based on monitored calls and metrics of the service dispatch team.
• Identify and resolve all disciplinary and performance issues within the team so that customer satisfaction remains high, driving towards the complete elimination of complaints.
• Demonstrate a high level of energy and commitment so that the individuals are continuously motivated and encouraged towards the achievement of targets.
• Conduct semi-annual reviews and monthly one-on-one meetings with each associate.
• Manage appropriate staffing levels in response to changes in work volume.
• Remain fully aware of the availability of all services in the company so that every opportunity to meet our customer’s needs is taken.
• Be willing and available to support the needs of the Service Department and/or the Company.
• Approve all worked hours and approved benefit time following our payroll processes.
• Closely monitor call aging and unresolved expenses.
• Participate in the development and training of newly hired associates, including 30/60/90 day reviews.
• Financial Management
• Manage your team to achieve defined profitability expectations.

Qualifications

• Two to Four years of management experience.
• Four year college degree preferred.
• Coaching skills.
• Self-Motivated.
• Must be able to work with a minimum of supervision, be part of and lead a team, and work unscheduled hours when required.
• Excellent computer skills.
• Outstanding customer service skills.