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Driver Support Lead
Job ID 2024-264492With more than 13,000 stores in the U.S. and 84,000 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.
Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day.
Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience – and we need your help.
▶ 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.
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
- 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.
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