Team Leader, Internal Team Member Support - Level 2 Main Office (MOS) OVERVIEW The Team Leader, Concierge - Level 2 is responsible for leading the front line of Concierge and oversees the timely and accurate resolution of support requests with a focus on providing exceptional levels of internal customer service. They assist with assessing, evaluating, and leading the front line of support initiatives for the company. The Team Leader, Concierge will train and develop new and existing Level 2 agents on current and upcoming initiatives, customer service, promoting self-service and one touch resolution. Additionally, they are responsible for working closely with the Sr. Manager, Concierge to ensure KPIs are being met. JOB DUTIES * Responsible for overseeing the daily operations of escalated transactional and technical support ensuring effective and helpful support is provided. * Maintains focus on proactive support, working towards eliminating level 3 escalations. * Maintains support standards that provide a positive customer service experience, problem-solves solutions, and troubleshoots issues. * Maintains and regularly updates service catalog covering all front-line Concierge Team support functions, duties, and responsibilities. * Monitors Suns ticketing system along with regularly scheduled audits to ensure gaps are being identified to make processes more efficient. * Regularly monitors incoming call, chat, and ticket queue to ensure optimal business support. * Delivers information and shares resources with team members requiring assistance in a manner which empowers them to seek resources independently. * Coordinates team member selection and development and ensures team members comply with appropriate policies and procedures. * Serves as a subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Suns online Knowledge Base. * Utilizes exceptional customer service skills while exhibiting patience to exceed internal team members expectations. * Provides troubleshooting and problem-solving assistance to resolve issues promptly. * Builds strong relationships with other internal teams to optimize availability of resources to assist internal team members with performing job duties. * Maintains regular communication with operations and department leaders to continuously improve quality of service provided by Concierge Team. * Gathers information, obtains feedback, and acquires written documentation during troubleshooting activities and resolution. * Maintains strong working knowledge of key people resources to assist team members in performing more complex job duties. * Maintains working knowledge of Suns key systems, processes, and people to assist with supporting team member inquiries. * Documents gaps in availability of documented processes and policies. * Other duties as assigned. REQUIREMENTS * Bachelor's Degree in Computer Science or a related field * 1 year experience resolving issues for remote users * 2 years experience in a customer service role * 2 years experience in help desk * 1 year experience managing/leading team members * 6 months experience using online CRM, property management, financial, and online database software * Ability to identify internal team members needs, clarify information and requests, and provide recommended solutions * Ability to follow directions and verbally give directions via phone or internet chat * Excellent verbal and written communication, multitasking, and time management skills * Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches * Proficient in Windows computer operating environments with strong knowledge of Microsoft Office Suite * Ability to be highly customer focused and adapt to different personality types/communication styles * Flexibility to respond to needs during non-business hours * Strong attention to detail BENEFITS At Sun Com