Solution Center Team Lead

3 weeks ago

Winnipeg, Canada Scootaround Inc Full time

**Solution Center**
**Team Lead**
**- Remote Opportunity**

**Who We Are**
- Scootaround is North America’s leading mobility enhancement company. Our Solution Center Division rents scooters, wheelchairs, walkers, oxygen, and all other types of personal mobility equipment in over 2,500 locations across North America. Since 1997, Scootaround has been a proven innovator in developing solutions for travelers requiring personal mobility equipment. Today, Scootaround is the only company in the world uniquely positioned to accommodate a growing demographic utilizing these services worldwide.**The Role**
- Do you enjoy working in a fast-paced environment and delivering superior customer service? We are looking for an enthusiastic and energetic, results-focused individual for the position of
- **Solution Center**
**Team Lead** in our rapidly growing Solutions Center. This position as Team Lead is responsible for ongoing coaching and mentoring new staff in addition to Reservations Agent duties during peak times. As the Team Lead, you will be assigned 8 - 12 CSRs to your team.**To be eligible for this role, you must be available to work Sunday through Thursday**
**_or_**
**Tuesday through Sunday**
**;**
**hours varying between**
**8:30 am**
**-**
**8:30 pm**
**EST on a rotating basis.**

**What You Will Do**
**-**
**Team Lead**- Ongoing performance coaching and mentoring for Solutions Center team including monitoring of scorecards.- Leads, monitors, and supervises their team to achieve department goals and contribute to the success of the organization.- Identify training opportunities and offer ongoing leadership and training to the Solution Center team.

**Reservations Agent**
**Responsibilities**- Identify customer needs and assist the customer in reaching a decision to book their reservations of mobility equipment through inbound and outbound telephone calling (no cold calling).- Maintain a positive, empathetic, and professional attitude toward customers.- Obtain and document details relating to client reservations.- Input details into the reservations online system with high accuracy and efficiency.- Manage customer concerns effectively with appropriate follow-up based on company policies and procedures.- Assist customers through live chat and on-line inquiries.

**Knowledge, Skills & Abilities**- Minimum **6 months **Remote Working** **experience required.- Minimum **1 year** in a **Team** Lead** experience in a Call Center environment.- Experience leading, **motivating**, teaching, and **coaching** a performance-based team in a contact center or similar environment.- Experience in a call center/high call volume/ **fast-paced** **environment**.- Exceptional organizational skills with a high rate of accuracy and **attention to detail**.- Exceptional customer service and interpersonal skills (listening, courteous, professional) with a knack for defusing upset customers.- **Excellent written and verbal communication skills.**- Must be fluent in English, and any additional languages are an asset.- Technical savviness. Intermediate computer knowledge; including knowledge of Microsoft Office Suite.- Self-confidence, instinct, and compassion with a strong commitment to exceeding client expectations.- **Flexible and able to work all shifts including evenings, weekends, and statutory holidays.**- Familiar with United States geography (capital cities, states etc.).

**Additional Information**- **$1**7**.00 /hr** supplemented with bonus and commission opportunities.- Fun, flexible, team-oriented environment.- Industry-leading benefits.- **Work remotely**.**- Must have reliable internet speed of 5Mbps for download and minimum for upload to work remotely.- Must be available during weekdays for training period.

**How to Apply**
- If you thrive on helping people, think about choosing a career where you will have the opportunity to connect with people in challenging situations.-
We thank all applicants, but only those selected for an interview will be contacted.

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