Team Lead

The Team Lead provides world-class customer service and sales to sophisticated band and orchestra players on music instruments and accessories. Investigates and responds to customer inquiries regarding shipments and products, engages customers in a consultative dialogue to maximize the sale of products, and resolves customer issues and complaints. Serves as back-up to Supervisor, during their absence, for customer escalations and questions from agents.

 

Duty or Responsibility

   

• Handles high volume of incoming calls and web chats covering the full range of customer service and sales needs
• Utilize Salesforce to manage contact and activities with customers via phone and email
• Meet sales, service performance, call handling metrics, and quality standards
• Demonstrates world-class behavior to motivate agents to perform at their highest level
• Deep expert breadth of knowledge in the band and orchestra woodwind and brasswind categories
• Expert in musical products and advantages of Woodwind and Brasswind over the competition
• Assist with order/backorder management when needed, troubleshoot orders with problems
• Suggests improvements in operations, efficiency, and service to internal/external customers

   

• Supports Supervisor with customer escalations and leadership during their absence
• Assists Supervisor to resolve employee relation issues expressed by agents
• Utilizes Salesforce and other systems to provide direction to agents to ensure tasks are completed on time

   

• Utilize Guitar Center University to learn about music instruments and accessories
• Execute special projects and tasks as assigned
• Analytical Skills: Able to explore information, data, and reports, and other items in order to identify issues and extract meaningful insights, which can be used to better understand and improve business performance. Able to evaluate and resolve problems and issues.
• Business Acumen: Understands how the business works including key business drivers, important company strategies, competition, and financial data impacting the department/organization. Effectively plans, sets goals, and makes business decisions that support financial targets.
• Collaboration: Able to develop cooperation and teamwork while participating in and leading groups, working toward solutions which generally benefit all involved parties. Able to build relationships with others by offering help and providing suggestions for improvement.
• Customer Focus: Understands customer service principles and the importance of providing an excellent customer experience. Keeps customers in mind when designing or executing processes or procedures.
• Delegation: Able to delegate both routine and significant tasks and decisions. Assesses employees' readiness and ability, and assigns tasks that are appropriate to their skill level. Follows up as needed and share both responsibility and accountability.
• Initiative: Able to identify opportunities & issues to assess, prioritize and follow through on work activities. Takes positive action without being requested to do so. Self-motivator who focuses on ongoing learning and development.
• Interpersonal Communication: Able to communicate through various means with diverse people in a clear, concise, and courteous manner. Able to effectively interact with management of all levels throughout the enterprise.
• Organizational Skills: Able to utilize time, energy, and resources to manage priorities and projects. Able to establish a Standard Operating Procedure (SOP) to achieve an objective with the efforts of multiple teams. Able to multitask, with a strong attention to detail, and be able to complete tasks thoroughly in a timely manner.
• Performance Management: Strong leadership and management skills. Able to develop skills and capabilities of direct reports to engage staff and ensure goals are met. Provides constructive & positive feedback, conducts performance appraisals, and provides learning and development opportunities.
• Project Management: Able to develop and execute marketing strategies and projects that align with organizational objectives. Coordinates groups of individuals to maximize available knowledge and resources, and follows through to track progress and ensure timely completion. Identifies methods for improving existing processes, practices, and procedures.
• Sales Management: Highly knowledgeable of consultative sales techniques and able to coach and guide others in this area. Able to motivate a sales-based workforce and manage to specific sales goals.
• Training: Understands best practices and methods for training. Able to train learners so that information is retained and applicable to the job.