Lead Sales Resolution Agent

Overview:
The Lead Sales Resolution Agent plays a pivotal role in ensuring customer satisfaction and resolving sales-related issues effectively and efficiently. Leads a team of sales resolution agents, providing guidance, support, and expertise in handling complex customer inquiries, issues, and escalations pertaining to sales transactions.

**Responsibilities**:
What you will do:

- Manage sales-related concerns and arbitrations from customers, providing prompt and appropriate resolutions to maintain customer satisfaction and loyalty.
- Promptly respond to escalations from Sales Resolution Agents on specific concerns and arbitrations that require a lead/manager approval.
- Lead a team of sales resolution agents, providing direction and support, and championing team goals and objectives to ensure achievement.
- Advocate for customers’ needs and interests while balancing business objectives and policies.
- Assists in the interview and selection of new hires. Provides new hire training and onboarding activities.
- Conduct training sessions and provide coaching and mentoring for sales resolution agents to enhance their skills, product knowledge, and problem-solving abilities.
- Work with Sales Resolution Managers to monitor team performance metrics, identify areas for improvement, and implement strategies to optimize team efficiency and effectiveness.
- Collaborate with cross-functional teams such as sales, operations, and product development to address systemic issues, improve processes, and enhance the overall customer experience.
- Maintain accurate records of customer interactions, resolutions, and feedback. Generate reports on team performance, trends, and key insights to inform decision-making and drive continuous improvement initiatives.
- Serve as a point of escalation for complex issues, collaborating with management to reach timely and satisfactory resolutions.
- Provides back up to the Manager in their absence as needed.
- Perform miscellaneous duties as assigned.

Qualifications:
What you will need:

- High School diploma, G.E.D. or equivalent. Bachelor’s degree preferred.
- 2-4+ years in a sales resolution agent role desired.
- Experience in the auto auction/auto industry required and/or mechanical knowledge.
- Demonstrated leadership abilities with experience in leading or supervising teams.
- Strong customer service skills and professionalism.
- Self-starter, adaptable to change, with excellent communication skills, both verbal and written.
- Bilingual (French) is a plus.
- Able to build and maintain strong relationships with peers, corporate departments, key business partners, and customers.
- Detail-oriented with strong organizational and time management abilities.
- Strong problem identification and resolution skills.
- Ability to work with a high sense of urgency and meet deadlines in a dynamic, fast-paced environment.

What We Offer:

- Competitive pay
- Medical, Dental & Vision
- 401k/RRSP with Match
- Company paid Group Life/AD&D insurance
- Paid time off
- Flexible working environment
- Continuous Learning
- And an amazing culture to top it all off

At E INC, in the spirit of pay transparency, we are excited to share our base pay as it is one part of our total compensation package and is determined within a range. The base pay range for this full-time position is $65,500 - $78,600 CAD and this role may be eligible for discretionary bonuses or commission payments. Your base pay will depend on your skills, qualifications, experience, and location. In addition, our ranges are determined by role, level, and location.

E INC is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.