Solution Center Team Lead

**Solution Center Team Lead (Training Specialist) - 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.

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 in Winnipeg. This position as Team Lead is responsible for training and ongoing coaching and mentoring new staff in addition to Reservations Agent duties during peak times. Will be assigned 8 - 12 CSRs to your team.

**What You Will Do - Training Specialist**
- Onboard and train all new Solutions Center employees on the responsibilities of the Reservations Agent position.
- Maintain and update when necessary, all Solutions Center training materials and prepare packages for new hires.
- Ongoing performance coaching and mentoring for Solutions Center team including monitoring of scorecards.

**What You Will Do - Reservations Agent**
- 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 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 3 years in a Team Lead./role.
- Experience leading, teaching, or coaching a performance-based team in a contact center or similar environment
- Experience in a call center/high call volume 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.
- 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**
- $17.00 /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.