Account Success Team Lead

$70,000 - $90,000/Yr

Smart Motors - Tucson, AZ

Full-time - Mid Level

Tucson, AZ

Motor Vehicle and Parts Dealers

About the position

The Account Success Team Lead at Smart Motors is a leadership role focused on guiding both team members and customers towards success. This position emphasizes mentoring, providing exceptional service, and fostering positive relationships with customers while navigating financial challenges. The lead will drive win-win solutions that benefit both the company and its customers, ensuring a supportive and collaborative environment.

Responsibilities

• Inspiring and developing a small group of Account Success Coordinators to deliver exceptional service and support.
• Collaborating with team members to assist customers in understanding their unique financial circumstances and helping them stay on track with payments.
• Providing clear communication, empathy, and guidance through the collections process for both customers and team members.
• Leading the team in seeking resolutions that protect the company while generating opportunities for customer success.
• Building and nurturing lasting connections with customers to foster loyalty and maintain positive relationships.

Requirements

• High School Diploma or equivalent required.
• Minimum of 8 years of experience in a call center environment, with a strong focus on active call handling, preferably in collections or sales.
• Minimum of 5 years of team leadership or management experience, ideally within collections or sales.

Nice-to-haves

• Bachelor's Degree or higher.
• Skilled in conducting call coaching sessions, focusing on call scripting and objection handling techniques.
• Demonstrated ability to analyze trends, perform forecasting, and identify opportunities for process improvement.
• Experience managing repossessions, insurance claims, and impounds.
• Knowledgeable in the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations to ensure compliance in a collections setting.
• Bilingual Spanish a plus.

Benefits

• Dental insurance
• Vision insurance
• Bonus opportunities
• Performance bonus