Repair Team Lead

Repair Team Lead

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Category:
Home Delivery
Position Type:
Regular Full-Time

Join us at AIT, where we believe every day presents an opportunity to make a global impact! We're problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction.

Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT. Find out what our people deliver. means when you come move the world with us!

Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey.

The Team Lead Representative is responsible for tasking out daily duties and out of compliance for the repair team. Answer questions that the repair team has, provide direction and problem solve on their own within parameters. Responsible for answering inbound calls and making outbound calls when the queue is backed up or when needed. Take escalated calls and deescalate within the same call and follow up when needed.

Follow up with upset customers and ensuring job completion to their satisfaction. Must be dependent and responsible to lead a team to be successful in their daily duties to help driver our business. Coach peers when errors occur or when opportunities for improvement arise. Monitor and pull calls to ensure staffing are provide excellent customer experience. Must have effective communication skills, leadership experience to help keep a positive work environment.

In-depth knowledge of Company products and services. Must communicate effectively with team members including field ops and/or clientele with utmost respect and professionalism.

• Email daily tasks and out of compliance
• Monitor queues - status, abandons and log in when calls get backed up or when needed
• Monitor live calls and/or pull calls to coach accordingly
• Answer questions in call center chat rooms - provide direction when needed within parameters
• Monitors the teams' boards to ensure productivity is accomplished and work is being completed
• Work on special projects that may be assigned by leadership
• Answer internal emails in a timely manner‑including support inbox when assigned
• Create direct client work orders request and quote accordingly to our agreements
• Handle escalations and de‑escalate within 1 st call resolution
• Provide appeasements when applicable and within parameters
• Handle pay disputes with customers and/or ops
• Monitor and maintain compliance issues/diagnosis
• Answer all calls and emails with professional phone and email etiquette
• Process customer orders/changes/returns according to established processes, policies, and procedures when applicable
• Check and/or follow‑up with emails/phone calls/agent issues/escalations/client requests
• Provide a positive work environment and team support. Making sure customers are serviced quickly and accurately, to ensure first call resolution
• Assign tasks and assignments to representatives throughout the day
• Report poor/good peer behavior
• Help monitor trends and/or challenges - manufacturers‑due to parts missing or damaged and/or field ops did not perform specific instructions and/or poor workmanship
• Other duties and responsibilities will be assigned as business demands deem necessary
• The wage range for this position is $26.40‑$52.80 and may vary based on geography as well as relative knowledge, skills, abilities, and experience

• A team player who works well with others - being respectful to our teammates is a Core Value!
• A strong work ethic with an appreciation for ownership, independence, accountability and autonomy in your role.
• Growth mindset - being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently.
• Customer service focus -…