Recall Team Lead

MarketSource•Dallas, TX

8d•Onsite

About The Position

MarketSource is a sales acceleration company that designs and delivers managed sales and customer experience solutions for B2B and B2C companies. The Recall Team Lead serves as a liaison between Field Canvassers and the Region Manager, supporting leadership and managing an assigned territory. The role ensures cases involving Takata airbag recalls or other assigned OEM critical initiatives are completed, or closed on identified targeted vehicles in the assigned geography. The position combines team performance support with field canvassing, customer education, case research, documentation, and follow-up. The Recall Team Lead works with field team members and businesses in designated markets, uses Salesforce and other resources to manage case outcomes, and may travel within assigned areas, including overnight travel. The role requires regular work outdoors and a non-traditional schedule that may include evenings and weekends.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a leadership role.
Reliable transportation to perform essential functions within an assigned geographic area.
Valid driver's license.
Ability to work in a team-oriented environment and independently in the field with limited supervision.
Demonstrated leadership, motivational, and influencing skills.
Ability to communicate effectively, provide follow-up, and meet activity and reporting requirements.
Experience interacting with customers in person, by phone, text, and email.
Effective communication and organizational skills, including strong written and verbal communication.
Ability to analyze and use key information to create territory action plans and achieve business objectives.
Ability to make independent field decisions that positively affect business objectives.
Ability and willingness to present to small and large groups and diverse audiences, including business personnel, customers, and community leaders.
Strong interpersonal skills.
Ability to work a non-traditional schedule, including weekends and evenings.
Ability to travel 25%, including overnight travel.
Frequently get in and out of a vehicle, regularly ascend and descend stairs, frequently move objects weighing up to 20 pounds, and consistently work outdoors in varying weather conditions.

Nice To Haves

At least 1 year of experience in an industry-specific background.
Bilingual English/Spanish skills.

Responsibilities

Support leadership in driving team performance to meet and exceed program goals and initiatives.
Partner with leadership to monitor program objectives and provide critical performance feedback.
Act as a liaison between Field Canvassers and the Region Manager while conducting canvassing activities.
Conduct field canvassing, door knocks, and face-to-face visits at identified addresses to close cases with required documentation.
Review case assignments and closures using the MarketSource Salesforce.com Dashboard.
Serve as a subject matter expert on assigned initiatives.
Explain available incentives, benefits, and programs related to assigned initiatives to customers.
Complete, upload, and record information in Salesforce.com according to specific requirements.
Use mapping and route optimization tools to maximize productivity.
Educate consumers on the importance of recalls and other assigned initiatives, and address hesitancy or resistance to close cases.
Build relationships and work with assigned businesses in designated markets and field team members.
Contact or visit other locations as assigned.
Investigate and verify the accuracy of outcomes identified in call reports.
Use databases and other resources to find documentation supporting or updating case outcomes.
Use online resources to identify the location, owner, and disposition of target vehicles.
Conduct follow-up calls to validate phone numbers or schedule appointments for the field team.
Document research results in Salesforce.com or another directed database.