Allied Universal®, North America’s leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!
Overview Who we are Imagine working in a place where continuous improvement and innovation is celebrated and rewarded; where fast-paced, high-impact teams come together to positively drive results for one of the largest & most iconic brands in the world. As the only rapidly growing retailer, you may know us as your friendly neighborhood store. You probably know our familiar name, have seen our pervasive logo, and have tried our highly sought-after products, such as Slurpee® and Big Bite®. “Brain Freeze” is a 7-Eleven registered trademark for our 53-year old Slurpee® and with over 77,000 stores globally (more than any other retailer or food service provider), we sell over 14 million a month. But there’s a lot more to our story and much more left to be written. We are transforming our business, ensuring we are customer obsessed and digitally enabled to seamlessly link our brick and mortar stores with digital products and services. At 7-Eleven the entrepreneurial spirit is in our DNA and has been ever since our inception 90+ years ago. It’s what drove us to invent the convenience industry in 1927 by envisioning how a simple ice dock could provide household staples such as milk and eggs to better serve the needs of our customers. Today we are redefining convenience and the customer experience in big wayswe are fundamentally changing our culture and we want talented, innovative, customer obsessed, and entrepreneurial people like you to come make history with us. How we lead At 7-Eleven we are guided by our Leadership Principles. Be Customer Obsessed Be Courageous with Your Point of View Challenge the Status Quo Act Like an Entrepreneur Have an “It Can Be Done” Attitude Do the Right Thing Be Accountable Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores. About This Opportunity Responsibilities 7Drive is 7-Eleven’s delivery division and we’re on a mission to bring on-demand delivery to cities and towns throughout the United States. We serve our communities by connecting our network of drivers to restaurants, retailers, and grocers. The Opportunity A Driver Support Lead monitors, and supervises a group of employees to achieve goals that contribute to the growth and success of our organization. Team leaders motivate and inspire their team members by creating an environment that provides communication, encourages bonding of team members, and demonstrates flexibility. Responsibilities Maintain a positive, empathetic, and professional attitude toward drivers at all times. Resolve claim escalations and partner with Delivery Operations Project Manager as needed. Review claims to ensure they are moving through their lifecycle efficiently and effectively. Review phone calls to ensure quality customer support is being provided. Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures. Train Driver Support Advisors to understand policies, processes, and products. Analyze reporting to proactively report trends and emerging issues to Delivery Operations Project Manager Recognize areas of improvement and make recommendations to Delivery Operations Project Manager Work with drivers, your team, and product management to identify, communicate, and execute on product enhancement requests. Takes ownership of driver issues and ensures commitments are met as promised Monitor, track and evaluate peer’s performance based upon predetermined Key Performance Indicators (KPI’s) and provide personal feedback to Delivery Operations Project Manager to ensure all goals are met and Skipcart standards are adhered to. Qualifications Qualifications Ability to solve problems and collaborate with your team and other departments, using data Ability to communicate, via chat-communication channels, on calls, and in meetings, presenting data and process-improvement ideas, with your team and other departments Strong customer service focus and skills Ability to work independently and offer support to Operations team Willing to seek guidance and ability to follow through Strong written and verbal communication skills Ability to organize duties and time management to ensure completion of assigned tasks Ability to provide support as part of a virtual team on weekends and occasional holidays Working with peers and providing coaching in necessary situations Attention to detail of market health and cancellation rates of assigned markets Analytical thinking and problem-solving skills Strong ability to multitask Ability to function in a fast paced environment. #LI-PG1 #INDSJ711IT
