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Squad Lead – Customer Support Team

Real Estate WEbmasters

This is a Full-time position in Nanaimo, BC posted June 18, 2019.

Real Estate Webmasters is a leader in the real estate industry, providing cutting-edge websites, products and online solutions to real estate agents and brokers across North America.

We are expanding our Customer Support Team and are looking for a positive, outgoing person to lead a front line Support team
– We aim to provide awesome support for our clients, creating advocates for life The Squad leads main responsibilities are to organize and direct team members, offer assistance, coaching, and training as required, and motivate team members to perform at a high level.

They will meet with their team on a regular basis, as a group, as well as one on one, to provide product information, discuss wins and opportunities, coach, and evaluate.

Responsibilities: Lead, motivate and develop team members Manage the squad/ dept, workflow, effectively and efficiently ensuring world Class Customer Service as a priority Devise ways to optimize processes and procedures Assist in the formulation of targets for individuals and teams Onboard new employees and assist in the hiring process Answer questions from staff and providing guidance and feedback Remove blockers that prevent team and individuals to perform at a high level Anticipate escalation and take over calls and tickets when needed Ensure adherence to policies for attendance, established procedures etc.

Keep management informed on issues and problems Prepare monthly/annual results and performance reports Requirements: A passion for your own and our team members learning and development Preference will be given to applicants with previous leadership experience Experience in customer service is essential Outstanding communication and negotiation abilities A results-oriented approach Excellent organizational skills Ability to work under pressure High school diploma Working knowledge of HTML an asset