Now Hiring - Sterling St James LLC - Professional Services Regional Account Specialist Team Lead in Littleton, CO

Full description of the position

Regional Account Specialist Team Lead Location: Littleton, CO (HYBRID REMOTE) Compensation: 75-95K + Full Benefits + Bonus The Regional Account Specialist Team Lead is responsible for overseeing a team of 6-10 Account Specialists. The main responsibilities include providing daily guidance, monitoring performance metrics, resolving complex issues, and implementing departmental procedures to ensure World Class customer service. The Team Lead will also motivate Account Specialists to deliver exceptional customer service to both internal and external customers. Job Description Assessing Advocates' performance and providing constructive feedback for development opportunities * Conducting monthly one-on-one sessions with Account Specialists to review service metrics and provide feedback * Monitoring team and individual service metrics on a weekly and monthly basis * Developing and implementing improvement plans if targets are not met * Providing weekly reports to the Manager * Preparing and delivering semi-annual performance evaluations, salary increase recommendations, and bonus amounts * Working with Account Specialists to create plans for continuous improvement and career development * Coaching and motivating employees in their current roles * Assisting the Manager in disciplinary actions when necessary * Hiring and on-boarding new Account Specialists * Managing documentation of policies and procedures, ensuring they are up to date and communicating changes * Providing timely guidance to employees on operational issues and implementing temporary processes if needed * May be assigned other related duties Requirements: * BA degree or equivalent with minimum 3 years of experience. Prior experience in leadership or supervision preferred * Strong interpersonal, verbal, and written communication skills * Analytical and decision-making skills * Proficiency in Microsoft Word, Excel, Outlook * Software knowledge: DCS, SharePoint, SalesForce, CURE, SAP, Cisco phone system * Understanding of Accounts Receivable concepts for deduction resolution * Attention to detail and organizational skills * Ability to multi-task and work independently as well as in a team * Product knowledge * Problem resolution and negotiation skills * Listening skills * Ability to build relationships with internal and external customers * Working knowledge of SAP or ERP systems * Experience managing a team of 6-10 employees * Minimal travel required (0-10 days per year) * Office setting work environment Ideal Candidate * Local candidates preferred SAP/ERP/Salesforce experience * Strong process-focus * Demonstrated leadership skills in managing a team * Previous customer service experience, preferably in manufacturing * Customer service management experience * B.S degree preferred