Team Leader - Consumer Experience
- Military veterans preferred
2025-08-02 Alliance Laundry System LLC
Other
/yr
employee
contract
Ripon Wisconsin 54971 United States
Alliance Laundry System LLC
Team Leader - Consumer Experience
US--
Job ID: 2025-4737 Type: Full-Time # of Openings: 1 Category: Customer Service Remote-USA
Overview
Provide a premium consumer experience through effortless problem resolution. Lead and develop a consumer-focused team with warranty consumers as the top priority.
Responsibilities
Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
Supervise the daily activity of Consumer Care team members, including responses to consumer issues, email correspondence, technical troubleshooting shooting and workload prioritization across multiple contact channels (ex. Phone, Email)
Coach Consumer Care team members to deliver a positive consumer journey through first call resolution; ensure consumer responses are handled in a consistent and professional manner
Hosting 1-on-1’s and actively participating in contributing to or leading team meetings
Keeping up to date with business development and new product lines
Ensure training and development plans are maintained for all team members
Perform monthly quality audits of Consumer Care team member’s phone calls and CRM (Zendesk) tickets
Contribute to process and procedure improvements, leading with a continuous improvement mindset
Support the Residential Experience leadership to highlight operational risks and areas for improvement
Work with the Residential Experience leadership to identify and deliver positive changes and business efficiencies
Foster transparency by escalating any appropriate problems/issues to the Consumer Care Manager
Qualifications
Education and Experience:
High-school diploma or equivalent required
At least 2 years of relevant work experience in customer service; preferably in a call center environment
Experience working directly with customers in a dynamic work environment required
Skills and Abilities:
Team-oriented
System proficiency in Microsoft Office (Excel, Word, and Outlook) required
Strong written, verbal, and interpersonal communication skills; Communicate effectively and professionally across various levels of the organization
Excellent organizational skills; able to self-manage workload as well as that of the team
Resilient; Able to confidently navigate ambiguity and change
Able to deal with demanding customers and escalations
Willingness to learn and grow, open to feedback
Self-starter, energetic and motivated individual
Creative thinker: able to root cause, identify opportunities, and propose/develop solutions
Alliance Team Members Demonstrate DRIVE:
Dedicated: Follows through on commitments. Strong say/do.
Respectful: Acts with integrity and values diverse perspective.
Innovative: Always looking for a better way; leads change.
Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.
Equal employment opportunity, including veterans and individuals with disabilities.
