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Nav exists to help every small business owner succeed. We back business owners because we believe in the power of tight-knit communities and strong local economies. We do this by simplifying business finances and increasing access to business credit for the newest, smallest businesses. Joining Nav means you join a group of passionate and dedicated individuals who love small business owners.
We are looking for an experienced leader and contact center professional to join our management team. This individual will lead a team of dynamic customer service specialists, tasked with providing the world-class service that Nav is known for. The successful candidate will have solid experience building high-performing teams, and a passion for mentoring and coaching. Additionally, the ideal applicant will have a knack for finding creative solutions, “getting things done,” and driving measurable impacts to the overall operation.
This position is in office at our Draper, UT location. You must be able to be in office 5 days a week for the first 6 weeks and then there will be a hybrid schedule of going into the office minimum 2 days a week.
YOU WILL:
• Provide daily direction, coaching, and communication to a team of customer care specialists, ensuring that customer interactions are handled in a manner that is consistent with Nav’s high standards of service excellence.
• Track and monitor KPIs, providing regular statistical and performance feedback and coaching to each agent on your assigned team.
• Establish work procedures and processes that support the company and department standards, procedures, and strategic directives.
• Assist the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs).
• Write and administer regular performance reviews.
• Participate in quality calibration sessions.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Coordinate with manager and/or HR to address disciplinary and/or performance issues.
• Effectively administer improvement/development plans.
• Conduct regular 1:1s, side-by-sides, and team meetings.
• Review and score customer interactions (against established quality standards), providing coaching and feedback.
• Participate in the selection process (interviewing, etc.) for potential employees.
• Handle escalated customer situations as needed.
• Create an inspiring team environment with an open communication culture.
WHO YOU ARE:
• High School Diploma or equivalent required.
• Two years leadership experience in a customer service or contact center setting.
• Five years overall experience in a contact center or customer service environment.
• Experience with contact center tools and systems preferred (e.g., Five9, Salesforce, NICE inContact, Zendesk, Medallia, etc.).
• Communication skills: Excellent interpersonal skills; ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation, and spelling; ability to effectively present information in meetings.
• Strong attention to detail with the ability to multi-task and work within a fast-paced environment.
• High computer literacy; Proficient in Word, Excel, Power Point and Google Docs.
• Ability to deal with confidential information appropriately.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to organize and effectively prioritize workload.
• Ability to lead, motivate, and gain “followership.”
Inclusion at Nav:
At Nav, we celebrate what makes our employees unique because the businesses we serve are progressively diverse and distinctly original. Navericks are diverse, side hustlers, immigrants, veterans, queer, and we push generational boundaries. We are college dropouts, PhDs, special needs parents, allies, pet owners and community leaders. Navericks are human. We are committed to upholding a safe, supportive environment where everyone matters. We are committed to making a better future for all of us. We have created a workplace where people of all backgrounds can express their identities authentically. To put it simply, we want you to be proud to be you.
Our Compensation Philosophy is simple but powerful:
We believe great, enduring relationships are grounded in trust and transparency. Compensation shouldn’t be a distraction, and employees should understand how pay and career advancement decisions are made. Providing equal pay for equal work is table stakes for being a great place to work. Gender and ethnic inequity should only be something that our children read about in history books. We believe providing Navricks with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team.
The base salary for this role is targeted between $60k – $65k per year. Final offer amount is determined by your proficiencies within this level. This role also has a discretionary bonus as well as stock options.
Our impact on you:
Competitive Pay. Company Ownership. Benefits Day One. 6 Weeks Paid Parental Leave. Employee Networking and Events. Community Network Groups (women’s, PRIDE, culture). Meaningful Perks and Rewards. Learning and Development Opportunities. Pet Insurance.
A Naverick’s DNA:
• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and point of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We choose to not to be a victim of circumstance. We make decisions & take responsibility so that we can act & support each other, rather than adopting defensive, and “finger pointing” behaviors.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.
