Summary
Lead operational and client-facing workshop tasks to ensure department goals and quality standards are met. Collaborate with leadership to identify improvements and support team productivity without direct supervisory authority. Provide second-level support for escalations and participate in training and improvement projects.
Responsibilities
- Perform all operational functions of the Care Expert role and follow workflow processes.
- Identify and resolve bottlenecks and escalate equipment or consumable issues to Supervisor.
- Support work assignments, review team productivity, and report to leadership.
- Ensure output meets company quality standards and maintain station cleanliness.
- Delegate tasks to advisors and ensure equitable distribution of work volume and feasible deadlines.
- Monitor queue performance and team adherence, alerting leadership to opportunities.
- Conduct regular audits on active cases and follow up on exceptions and backlogged items.
- Provide second-level support for escalations and communicate directly with stores for timely responses.
- Participate in onboarding, training, and departmental improvement projects.
Requirements
- Computer literate with functional and technical skills relevant to the role.
- Advanced interpersonal and elevated written and verbal communication skills.
- Detail-oriented with reliable attendance and punctuality.
- Ability to work overtime as required and flexibility in schedule.
- Comfortable communicating with management and supporting cross-department collaboration.
- Strong team player, problem solver, and able to prioritize backlogged cases.
- Spanish and English proficiency is a plus.
- Integrity, trust, and agility in adapting to departmental needs.
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