Cottage Grove, WI30+ days ago
Hold Monthly 1x1s with direct reports • Write and deliver Coaching Check-Ins • Resolve escalated customer issues as needed • Partner with NASG Training Coordinator to develop, implement and refine team training programs for new and experienced reps • Work collaboratively with the global Technical Content Management Team; assist in the review and continual improvement of service manuals and technical resources • Establish and maintain an open line of communication with sales staff • Meet frequently with quality engineering to spot trends and identify additional documentation needs • Responsible for the development and maintenance of the NASG Quality Assurance Program; driving behaviors consistent with a best-in-class customer experience • Facilitate monthly Quality Review Calibration meetings with Team Leads to drive consistency in the delivery of a best in class customer experience • Facilitate weekly team meetings • Create programs and feedback loops to build team morale • Thinks critically to contribute to the ongoing continuous improvement of the department • Make effective decisions considering the impact to the customer and company • Participate in the strategic long-term planning process; provide insights for departmental success in coming years • Interact with a diverse group of employees and service providers, adjusting the style to accommodate different communication styles • In partnership department leadership, monitor phone/email/chat queues for volume and take action to adjust/maintain proper level of available reps vs. Skills The successful candidate should possess the following skills/attributes: • Exceptional communication skills, both on paper and in person • Excellent planning and organizational skills • Strong sense of initiative, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary • Flexibility and willingness to work in situations of flux and in a fast-paced environment • Performs work that is consistently accurate with demonstrated attention to detail • Resilience, positivity, assertiveness, and professionalism when dealing with situations of adversity • Unwavering attention to detail and commitment to world-class quality • Personal commitment to continuous improvement • Ability to resourcefully solve problems • Ability to manage stressful situations; be able to accept criticism, be cooperative, and maintain calm demeanor while dealing with escalated customers • Successfully manage effective interpersonal relationships with customers, vendors, and other departments • Able to follow tasks to completion in a timely manner without sacrificing quality • Great demeanor, ability to have fun, and interest in building a strong culture and high performing team • Likes to be challenged, willingness to learn.