Call Center Team Lead

Cleveland Based Amsdell Companies/Compass Self-Storage is a growing self-storage company with 104 locations in 14 states under the Compass Self Storage banner and is searching for a Call Center Team Lead. This role is full time and will be based out of our Cleveland, OH offices. This position will manage a team of 12-15 work from home agents located throughout the United States.

The Amsdell Companies bring over 90 years of experience to the construction and real estate fields. Today, it enjoys tremendous success as a premier full service, privately owned real estate company, specializing in the construction, development and management of business parks, industrial parks and related commercial real estate including self-storage facilities. We offer competitive salaries, a fantastic benefits package and a focused, positive work environment.

Our ideal candidate will reside in the Cleveland Ohio area and have a minimum of a High School Diploma or Equivalent (Associate's or Bachelor's in a related field preferred); Have a minimum of 3-5 years in a Call Center environment; Display excellent Communication, Management, Conflict Resolution and Interpersonal Skills; Have the ability to Coach, Lead and Motivate Team Members: and is proficient with Microsoft Office Programs with a particular emphasis on Excel.

JOB DESCRIPTION:

Compass Self Storage is seeking an enthusiastic, energetic, dependable Call Center professional to join our management team. We are a Cleveland based self-storage company looking for a qualified Team Lead. We have a full-time position open in our Cleveland headquarters office. This position will manage a team of 12-15 work from home agents located throughout the United States. If you are currently or have recent experience leading and managing a team of sales and customer service agents, preferably in a remote environment, this exciting opportunity could be for you! The ideal candidate will have a background in managing a team of sales and customer service agents. A strong coaching and development background along with a solid understanding and experience with reporting and Excel. This is an agent focused position designed to develop agents to understand and meet all KPI’s. Our representatives directly assist our customers and potential customers with all of their storage needs. Potential customers are contacting us through our extensive marketing and advertising efforts.

RESPONSIBILITIES:

• Create and update various reports using Excel and 3rd party reports. Update daily, weekly and monthly as needed to remain current
• Assist with reviewing resumes/applications that arrive via Zip Recruiter, Indeed, email, etc. and conduct preliminary interviews with candidates
• Assist with onboarding and training new hires
• Provide regularly scheduled coaching to agents to improve performance
• Assist agents with all questions regarding processes, procedures and disciplinary actions
• Provide any escalation necessary to either site managers, area managers or district managers, etc., for any “emergency” situation that may arise at a store location before or after hours
• Oversee and ensure conflict resolution between agents and customers
• Ensure all agents are achieving the various established performance metrics and taking coaching/corrective action as needed to achieve and maintain those metrics
• Assist with reviewing and tracking agent schedules so all Call Center hours of operation are adequately staffed.
• Ensure that all employees follow and understand all company policies and procedures
• Answer incoming calls on as needed basis
• Other responsibilities as assigned

WORK FROM HOME REQUIREMENTS:

• Must have access to a quiet/private working environment that is free of distractions and external background noise
• Reliable internet connection with minimum capabilities of 10 mbps upload and 40 mpbs download
• All necessary equipment will be provided

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Application Question(s):

• What are your salary requirements for this role?

Education:

• High school or equivalent (Required)

Work Location: Hybrid remote in Cleveland, OH 44135