Care Team Lead (Hybrid or Remote)

Care Team Lead Location: Plymouth, MN or Remote RowCal is an HOA and Property Management company founded on doing things better. We do it all with a refreshing, can-do attitude and joyful spirit that puts HOA leaders at ease. We'll be a partner that cares, collaborates and creates the best HOA experience for a community. Want to grow your career with the company that's reinventing HOA management? With countless communities managed across the US, we're always looking for quality people to add to our team and we are looking for a Care Team Lead to join our team! job summary The Care Team Lead assists the Care Team Agents with complex or escalated customer support issues. Responsibilities of this role include but not limited to: If you are someone who cares about uncompromising quality and continuous innovation along with exceptional client service, we are looking for you to join our amazing team. This position supports the business through customer service. Responsibilities include, but... are not limited to: Ensuring that your Call Center Team knows their objectives Call Q/A Taking call escalations and general team assistance (queues) as needed Ongoing coaching and development of your team Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs) Preparing reports for your Manager on performance against these KPIs Ongoing motivation of your team Hosting Team Meetings Identifying and addressing any people issues and being a pillar of support for your team members Promoting awareness of any company-wide customer experience initiative Other duties as assigned. QUALIFICATIONS AND EDUCATION REQUIREMENTS 1+ years of team lead/supervisory experience required 1+ years customer service experience required Zendesk experience (6+ months) Good interpersonal skills Coaching ability Being accountable and responsible for your team's performance Being organized and numbers-driven Customer focused Employee focused Understanding of basic HR guidelines HOA Experience is a plus but not required. Strong working knowledge of Microsoft Office Suite (Word, Excel, and Outlook) Must have attention to detail skills and excellent written communication skills. Able to handle multiple priorities and prioritize effectively. Flexible and skilled at working in a fast-paced environment. Skilled at functioning independently and as a member of a cross-functional team Benefits: We offer competitive pay with a commission and incentive bonus, and an excellent benefits package including paid time off, holidays. Insurance benefits offered include medical, dental and vision for employees and dependents. We also offer life insurance, AD&D, short- and long-term disability insurance. Additionally, there is a generous employer match 401(k) savings plan. RowCal is an EOE meaning we provide equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, military or veteran status, or any other characteristics protected by law

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