Sales Assist Operations Manager (Remote in Utah)

About your role

We are seeking a dynamic and results-oriented leader to join our newly formed Customer Sales Assist team. In this role, you will play a crucial part in assisting customers with purchasing and engaging with Rocket Lawyer products and services. You will be responsible for overseeing daily operations, training and developing staff, and implementing sales and engagement strategies to achieve company goals.

How you will make a difference day to day

• Guide, support, and motivate the team to ensure optimized and incredibly effective skill and process in:
  
  • Maintaining a deep understanding of Rocket Lawyer’s product suite. Conducting effective discovery to understand each customer's needs and challenges, and effectively communicate and recommend Rocket Lawyer’s value and solutions to overcome objections.
  • Assist customers with the resolution of routine, non-technical account questions and issues, fostering strong customer relationships and loyalty.
  • Drive customer engagement and ensure an exceptional customer experience by promptly and efficiently resolving all customer issues and fulfilling requests.
  • Ensure team consistently and accurately performs work in accordance with standard operating procedures, documenting all relevant details of customer interactions in our CRM.
  • Deliver an exceptional customer experience that results in high customer delight and satisfaction.
• Team Leadership:
  • Recruit, hire, and onboard new team members.
  • Foster a positive and collaborative team culture, including cross-functional partnership with other teams and departments.
  • Constantly evaluate team member performance and consistently and effectively coach and develop each team member
• Operational Efficiency:
  • Track agent productivity and business unit KPIs to ensure all targets are consistently met or exceeded.
  • Run QA program.
  • Ensure compliance with all company policies and procedures.
  • Analyze data to identify trends and opportunities
  • Identify process improvements to enhance efficiency and productivity

What you’ll need

• Proven experience (5+ yrs) in a sales, retention, or support operations leadership role; preferably in a contact center environment
• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities
• Skillful in Excel/Google Sheets and analyzing data
• Proficient in sales techniques and strategies
• Ability to work effectively under pressure and meet deadlines
• Strong organizational and time management skills

Not sure if you meet all the qualifications? Apply anyway! We value diverse experiences and encourage you to bring your unique talents to our team!

Benefits & Perks

• Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
• Unlimited PTO
• Competitive salary packages
• Life insurance
• Disability benefits
• Supplemental Optional Life Insurance Benefits
• FSA Options Optional
• HSA with Company Match
• 401k program with Company Match
• Fertility Assistance and Planning options
• Wellhub & ClassPass fitness platforms
• Comprehensive Pet Insurance options
• Financial Wellbeing & Student Loan Program access
• Access to additional Mental Health & Wellbeing resources
• Pre-tax Commuter/Transit Benefits
• Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates 

Interview Process:

• Recruiter Phone Screen
• Role Assessment(s)
• Hiring Manager Interview
• Panel Interviews
• Final Interview