Service Team Lead, Call Center

Extra Space Storage • Midvale, UT

1d

About The Position

This role is an opportunity to lead a high-performing team, help shape the future of our Service organization, and make a direct impact on both the employee and customer experience. As a Service Team Lead, you'll play a key role in coaching and developing employees, driving operational performance, supporting change initiatives, and partnering across multiple teams to deliver exceptional service to our customers.

Requirements

• At least 12 months of NSC Service and/or Sales experience
• At least 6 months of leadership or similar role experience
• Previous NSC Mentor Program experience
• Demonstrate strong performance across Service and/or Sales metrics
• Be in good standing with attendance expectations
• Not be on a current corrective action or Performance Improvement Plan (PIP)
• Demonstrated leadership experience and a passion for developing others
• Consistently model our values and create positive team environments
• Comfortable coaching performance, recognizing success, and holding employees accountable
• Can analyze data, identify trends, and turn insights into action
• Build strong partnerships across departments and teams
• Communicate effectively and lead through change
• Have a strong understanding of customer experience and operational performance

Nice To Haves

• Previous leadership, mentoring, Senior Agent, trainer, or project leadership experience
• Contact center or customer service experience
• Experience supporting multiple customer interaction channels
• Strong problem-solving and decision-making skills

Responsibilities

• Lead and develop a team of Service employees through coaching, accountability, recognition, and performance management
• Partner with Senior Agents, Workforce Optimization, QA, Learning & Development, Product, and Operations teams
• Support an evolving omni-channel environment, including Kiosk, Click-to-Chat, Social Media, Email Response, Escalations, and traditional customer interactions
• Analyze performance trends and use data to drive team results
• Help create a positive, engaging culture focused on ownership, teamwork, and continuous improvement
• Lead your team through operational changes while maintaining a strong customer experience

Benefits

• Leadership referrals pay $1,000!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed