United Rentals Supervisor, Digital Sales in Charlotte, North Carolina
The Digital Supervisor-Customer Care Center is responsible for email and online customers by directly supervising the daily operational activities of a team of 15-20 representatives. The Digital Supervisor will ensure commitments and expectations of customers from different verticals and segments are exceeded driving increased revenue. The Digital Supervisor will lead and coach the assigned team in a manner that assures quality customer touches while building, advancing and retaining customer relationships. Contributes to the overall success and profitability of the Customer Care Center by ensuring the team is engaged and meets or exceeds department goals and objectives.
- A) Supervising the Digital Team in their daily duties and supporting the CC Leadership team:
Administrative duties including monitoring online ordering, chat & email queue's, daily personnel hours including breaks, lunch, arrival times, etc.
Day-to-day problem resolution. Responsible for helping to resolve issues where staff needs assistance -- following the established escalation process
Assist with the measurement of job performance based on clearly understood common goals -- established key performance indicators
Target areas of opportunity for additional training.
Cross-train staff to a degree which gives each employee a basic understanding of the others primary purpose with an emphasis on job interdependencies
Coordinate training and ensure compliance with all department processes and procedures, corporate policies, and relevant government regulations
Collecting and reporting monthly department statistics and assist in clearly defining and evaluating the teams' productivity
Assist in developing and enhancing processes to make the department/company more efficient
Assist the CCC Leadership Team in compiling data on, and reporting-up, the unique visibility that the Center has of the field and the industry that can assist in determining company wide.
- B) Support National Account Customers and other identified segments:
Provide superior differentiated service to top account (i.e. Nationals) via prioritization and other means.
Provide a second tier of problem resolution for the customer.
Evaluate customer's special projects or requests (rollouts, large bids, etc.) and assign to proper resource
- C) Provide feedback to vendor partners, Marketing Team and Technology teams that drive continuous improvement:
Conduct User Acceptance Training and document and communicate feedback on technology roll outs
Provide feedback to Network Engineer on observations and improvements that drive efficiencies
Partner with VoIP Technical specialist
Key Performance Standards:
Increase digital revenue
Effective time management of subordinate personnel
Meet required SLA's
Increase productivity of subordinates
Timely issue resolution
Timely and accurate submission of reports and summaries
Bachelors Degree preferred, or, industry experience of 3 years
Minimum of 3 years industry experience or on the job and in house training
Ability to effectively plan, organize, communicate, and delegate
Good communication and math skills (abstract reasoning)
Problem solving skills and ability to multi-task
Working knowledge of MS Excel, Word, PowerPoint, and general office equipment
Strict adherence to the code of business conduct (available in the URI intranet)
Heavy use of computer systems (AS400/Network and PC applications)
Heavy use of telephone and computer
Flexibility to work any required hours
Must be able to work under minimum supervision
Occasional Traveling may be needed
Values and Culture:
Being focused on the customers needs
Being passionate about quality
Decisions based on facts and integrity
Being driven by goals and results
Taking ownership and being accountable for all we do
Being proactive with a can-do attitude
Being a team player
Being open and honest