Sales Support Team Lead at ServiceMaster

Ready to be part of a dynamic and growing company?

Two Men and A Truck is looking for talented people to join our team! 

The Sales Support Team Lead

The Sales Support Team Lead is responsible for directing and motivating the sales staff, along with tracking of day-to-day call functions and initial customer concern resolution where applicable. The Sales Support Team Lead will complete the daily reporting for individual CSRs and their team as a whole. This role will also be seen as the liaison between the franchises and the Sales Support Team Lead CSR team, assisting with set-up, changes, and/or problem resolution. The Sales Support Team Lead Team Lead will enforce all TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK® and Merry Maids® system standards and procedures to provide excellent service to our customers. 

 What We Offer:

• Medical, Dental, and Vision, are offered on the first day of the month following the date of hire
• STD, LTD, offered after 30 days of employment 
• 401(k) matching opportunities
• Hybrid on-site/work-from-home schedule after the initial training period. 
• Paid Time Off, Paid Holidays
• Career advancement opportunities 

What you'll do:

• Promote and protect the and TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids® brand and ensure delivery of excellent customer service
• Oversees and evaluates CSRs performance with key metrics in productivity, performance expectations, and sales process adherence, meeting with CSRs on routine basis, providing feedback and coaching, as well as assisting with staff problem resolution 
• Review calls and call audits for the team with direct coaching to the CSR’s on how to improve
• Oversees Michigan Support Center (MSC) CSRs with personnel and process assistance ensuring department is running efficiently; keeps up to date on processes and procedures to guide CSR as needed; motivates CSR staff by offering encouragement and development in a team atmosphere with open lines of communication
• Determines strengths and areas of opportunity for Sales Support as a whole
• Performs general HR administration to include new user set up in systems, tracking of performance reviews, signed policies, timecards, and PTO requests
• Evaluates both CSRs and franchise’s sales efficiency, successes or concerns and communicates to Sales Consultants; so, that they can provide direct coaching/feedback to franchise CSR
• Compiles and analyzes strengths and areas of opportunity in the sales process for MSC CSRs
• Participates in sales department meetings for collaborating with Sales Consultants and management to ensure performance metrics are being met, providing recommendations for improving CSR processes and work flows as needed
• Assist with new and updating current sales processes and trainings 
• Advise management regarding franchise complaints in progress; provide recommendations for course of action as appropriate
• Participate in spontaneous conversations daily during regular business hours

What you bring:

• Minimum 2 yr. associate degree and/or Minimum of 1-2 yrs. experience within the TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids® system is preferred
• 3 – 5 years of call center experience preferred
• Knowledge of TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids® system policies, procedures, and industry
• Knowledge of customer service principles and practice
• Strong interpersonal and communication skills
• Ability to exercise considerable judgment and discretion
• Evidence of the practice of a high level of confidentiality
• Ability to analyze data and provide recommendations
• Must be proficient with Microsoft Office programs
• Strong team player who works productively with a wide range of people and personalities
• Demonstrate integrity, ethical standards, and commitment to TWO MEN AND A TRUCK® Core Values
• Skill in completing assignments accurately and with high attention to detail 
• Ability to prioritize, organize and summarize data from multiple sources 
• The ability to effectively present information in one-on-one and small group situations to customers and other employees of TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Merry Maids®.

Work Location: This role is hybrid onsite in our Michigan Support Center in Lansing.

ABOUT TWO MEN AND A TRUCK® 

Headquartered in Michigan, TWO MEN AND A TRUCK is the largest franchised moving company in North America with each franchise being independently owned and operated. Currently, there are more than 380 locations and 3,000 trucks operating in 46 U.S. states in addition to Canada, Ireland, and the UK. TWO MEN AND A TRUCK has performed more than 8.5 million moves since its inception in 1985 and has seen consistent growth dating back to December 2009. In 2021, Entrepreneur Magazine ranked TWO MEN AND A TRUCK as one of the top 500 franchises in the U.S. for the 26th consecutive year in addition to being on its list of Top Low Cost Franchises in 2020. Franchise Business Review also named TWO MEN AND A TRUCK a top franchise in 2020, and in 2019, the brand was voted a Top 50 franchise in the Franchisee Satisfaction Awards by Franchise Business Review for the 13th time. For franchising opportunities, visit franchise.twomenandatruck.com.