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The Sales Support Team Lead is responsible for directing and motivating the sales staff, along with tracking of day-to-day call functions and initial customer concern resolution where applicable. The Sales Support Team Lead will complete the daily reporting for individual CSRs and their team as a whole. This role will also be seen as the liaison between the franchises and the Sales Support Team Lead CSR team, assisting with set-up, changes, and/or problem resolution. The Sales Support Team Lead Team Lead will enforce all TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK® and Merry Maids® system standards and procedures to provide excellent service to our customers.
What We Offer:
- Medical, Dental, and Vision, are offered on the first day of the month following the date of hire
- STD, LTD, offered after 30 days of employment
- 401(k) matching opportunities
- Hybrid on-site/work-from-home schedule after the initial training period.
- Paid Time Off, Paid Holidays
- Career advancement opportunities
What you’ll do:
- Promote and protect the and TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids® brand and ensure delivery of excellent customer service
- Oversees and evaluates CSRs performance with key metrics in productivity, performance expectations, and sales process adherence, meeting with CSRs on routine basis, providing feedback and coaching, as well as assisting with staff problem resolution
- Review calls and call audits for the team with direct coaching to the CSR’s on how to improve
- Oversees Michigan Support Center (MSC) CSRs with personnel and process assistance ensuring department is running efficiently; keeps up to date on processes and procedures to guide CSR as needed; motivates CSR staff by offering encouragement and development in a team atmosphere with open lines of communication
- Directs day-to-day management of the CSRs on team
- Determines strengths and areas of opportunity for Sales Support as a whole
- Performs general HR administration to include new user set up in systems, tracking of performance reviews, signed policies, timecards, and PTO requests
- Evaluates both CSRs and franchise’s sales efficiency, successes or concerns and communicates to Sales Consultants; so, that they can provide direct coaching/feedback to franchise CSR
- Compiles and analyzes strengths and areas of opportunity in the sales process for MSC CSRs
- Participates in sales department meetings for collaborating with Sales Consultants and management to ensure performance metrics are being met, providing recommendations for improving CSR processes and work flows as needed
- Assist with new and updating current sales processes and trainings
- Increases output and support to franchises
- Advise management regarding franchise complaints in progress; provide recommendations for course of action as appropriate
- Participate in spontaneous conversations daily during regular business hours
- Other duties as assigned by management
What you bring:
- Education – Minimum 2 yr. associate degree and/or Minimum of 1-2 yrs. experience within the
- TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids® system is preferred
- 3 – 5 years of call center experience preferred
- Knowledge of TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids® system policies, procedures, and industry
- Knowledge of customer service principles and practices
- Strong interpersonal and communication skills
- Ability to exercise considerable judgment and discretion
- Evidence of the practice of a high level of confidentiality
- Ability to analyze data and provide recommendations
- Must be proficient with Microsoft Office programs
- Strong team player who works productively with a wide range of people and personalities
- Demonstrate integrity, ethical standards, and commitment to TWO MEN AND A TRUCK® Core Values
- Skill in completing assignments accurately and with high attention to detail
- Ability to prioritize, organize and summarize data from multiple sources
- The ability to effectively present information in one-on-one and small group situations to customers and other employees of TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids®.
Work Location:
This is hybrid based at the Michigan Support Center.
ABOUT TWO MEN AND A TRUCK®
Headquartered in Michigan, TWO MEN AND A TRUCK is the largest franchised moving company in North America with each franchise being independently owned and operated. Currently, there are more than 380 locations and 3,000 trucks operating in 46 U.S. states in addition to Canada, Ireland, and the UK. TWO MEN AND A TRUCK has performed more than 8.5 million moves since its inception in 1985 and has seen consistent growth dating back to December 2009. In 2021, Entrepreneur Magazine ranked TWO MEN AND A TRUCK as one of the top 500 franchises in the U.S. for the 26th consecutive year in addition to being on its list of Top Low Cost Franchises in 2020. Franchise Business Review also named TWO MEN AND A TRUCK a top franchise in 2020, and in 2019, the brand was voted a Top 50 franchise in the Franchisee Satisfaction Awards by Franchise Business Review for the 13th time. For franchising opportunities, visit franchise.twomenandatruck.com.
About ServiceMaster Brands
ServiceMaster® Brands® is a leading franchise provider of needs-based residential and commercial services in the restoration, cleaning, moving, and bioremediation industries. Founded in 1929, the company is home to over 3,200 franchisees across 4,600+ locations serving over 1,000,000 homes and businesses each year. ServiceMaster was founded with a deep commitment to integrity and customer service and does business under seven brands today across 50 states and nine countries that generate more than $3.5B in system-wide sales: ServiceMaster Restore®, ServiceMaster Clean®, Merry Maids®, TWO MEN AND A TRUCK®, Aftermath Services®, Indoor Science.
While each brand maintains a distinct identity, we share a commitment to our mission to Making Everyday Heroes More Heroic™. From our franchisee experience to career development to our community outreach efforts, our values – We Serve, We Care, We Deliver, We Do - guide us.
Working as part of our team means bringing your best ideas to work every day and seeing the impact of your contributions. Stars in our company at all levels are builders—they love to create, lead and see their plan come to life. Our best people understand that while great ideas are important, they require incredible focus and teamwork to execute. Life inside our company is the opportunity to do the best work of your career.
ServiceMaster Brands is headquartered in Atlanta, Georgia.
Roark Capital Group acquired ServiceMaster Brands in October 2020. Roark focuses on investing in the consumer and business services sectors, with a specialization in multi-location and franchised businesses. Since inception, affiliates of Roark have invested in 100 multi-location, franchised brands, which collectively generate $62 billion in annual system revenues from 66,000 locations in 50 states and 89 countries. Please visit www.roarkcapital.com to learn more.
It is the policy of ServiceMaster Brands, in accordance with all applicable laws, to recruit, hire, train, and promote persons in all job titles without regard to race, color, national origin, genetic information, religious beliefs, sex, gender identity, sexual orientation, age, marital status, pregnancy, disability, protected veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws.
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