Assessment Role Team A
Hire with Reef
Posted: March 9, 2026
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Quick Summary
Manage administrative tasks, enforce compliance with policies, and resolve escalated cases efficiently.
Required Skills
Job Description
MAIN DUTIES/RESPONSIBILITIES
1. Administrative Oversight
o Manage administrative tasks across the business, including fleet management, employment contract management, and document filing.
2. Team A Responsibilities
o Ensure efficient handling of out-of-scope cases and assessments, maintaining a strict turnaround time of two business days for returned assessments.
o Educate and enforce compliance with out-of-scope policies.
3. Escalation Management
o Oversee the resolution of escalated cases, providing support to agents and technicians to ensure efficient and professional outcomes.
4. Performance and KPI Management
o Monitor and manage the KPIs for both Team A and Team B, ensuring grouping targets are met.
o Continuously refine and improve strategies to maintain customer satisfaction and achieve results.
5. Customer Satisfaction
o Drive initiatives to enhance customer satisfaction, addressing any negative feedback or survey reviews.
o Focus strongly on resolving and removing any one-star reviews through effective action plans.
6. Support Functions
o Provide assistance to dealerships and ensure their needs are addressed promptly.
o Offer support to agents and technicians for case management and resolution.
7. Communication and Strategy Implementation
o Ensure the management strategy is consistently communicated, reiterated, and trained upon to achieve desired outcomes.
o Optimize team calendars weekly to minimize lead times and improve efficiency.
8. Email and Database Management
o Oversee the upkeep and organization of the company’s Gmail account.
o Conduct monthly database cleansing and inspection with agents to ensure data integrity.
9. Reporting
o Consolidate and deliver comprehensive monthly reports on team performance, customer satisfaction, and case management.
WHAT WE EXPECT
· Strong leadership and organizational skills to manage diverse responsibilities effectively.
· A proactive approach to resolving challenges and maintaining high standards.
· Excellent communication skills to train, guide, and enforce strategies within the team.
· A results-oriented mindset with a focus on enhancing operational efficiency and customer satisfaction.
· Attention to detail to ensure data integrity and accurate reporting.
· Commitment to fostering a collaborative environment that supports team growth and success.