Assistant Manager, Customer Service & Sales
Prosper Marketplace
Customer Service, Sales & Business Development
Phoenix, AZ, USA
Posted on Wednesday, September 18, 2024
The Role:
We are seeking a dynamic and experienced Customer Service & Sales Leader to drive team success and elevate our customer experiences. As a key leader, you will empower your team, foster a positive work environment, and ensure that both service and sales goals are achieved. The Customer Service and Sales Assistant Manager is responsible for the leadership and performance of the Customer Service, Sales, and Investor Services team.
If you're an organized, people-oriented leader with a passion for customer service and team development, we want to hear from you! Apply today to join our team and lead us to new heights of success.
What You Will Do
- Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale
- Coach team members to inform, educate and serve customers according to Prosper processes, procedures, and expectations
- Develop individual team member skills in call handling, active listening, first call resolution and ownership to meet performance metrics
- Measure performance progress and outcomes for core Customer Service, Sales and Investor KPI’s, such as CSAT, Handle times and ticket efficiency, on/off phone states
- Manage and track call performance, attendance, training requirements to ensure team members are prepared and successful in meeting their performance objectives
- Drive communication, follow thru and execution to commitments for tasks, issues, and team concerns
- Support team by handling escalated calls when a customer requests to speak with a manager
- Develop, assist, and execute recognition and incentive programs in support of team and company objectives
- Provide an engaging and seamless onboarding experience for newly hired team members as well as structure and coordinate nesting programs
- Communicate customer and operational issues and process improvements to internal stakeholders
- Create and track individual employee development plans aimed at skill enrichment, improved business acumen and increased career experiences
- Proactively communicate needs/opportunities with leadership and key stakeholders. Maintain and nurture business relationships with peers within Escalations, Fraud, Training, Human Resources and QA.
About You
- Minimum of 2 years of proven leadership experience in a customer service role
- Demonstrated ability to lead and inspire a team of customer service professionals to deliver exceptional service and meet sales targets
- Experience mentoring and coaching team members, providing constructive feedback to enhance performance and personal growth
- Ability to make strategic decisions to prioritize tasks, delegate responsibilities, and maintain operational excellence
- Track record of building strong relationships with customers, enhancing their satisfaction and ensuring loyalty
- Desire to inspire and create a motivating, team-oriented atmosphere that encourages collaboration and continuous improvement
- Exceptional interpersonal skills with the ability to build strong relationships
- Highly organized with excellent attention to detail and the ability to adapt to changing business needs
- Availability to manage shifts that may include early mornings, evenings, and weekends based on operational demands
- Proficiency in Microsoft Office Suite and relevant software applications as well as the ability to learn and utilize multiple systems throughout your working day
Internal Applicant Eligibility Requirements
- Minimum 6+ months’ consistent and demonstrated history of optimal work performance, attention to detail, full compliance with all work protocols and company policies, and an excellent work ethic is required
- Applicants whose work history does not meet the above expectation may not be considered for interview. This includes, but is not limited to, the following:
· QC failures
· Any adherence concerns to Prosper’s Flexible Work Mode Policy
· A showing of ability to consistently and fully adhere to established work and in-office schedule is required
· All corrective action incidents within the past 6 months may be considered, including verbal discussions or coaching, emails, written warnings, and any kind of performance action plan
