Alert Team Lead I

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM Connect

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you'll make an impact:

As a key member of the Alert Team, the Alert Team Lead I is responsible for providing operational support to Response Center agents and external customers. This role manages customer escalations, troubleshoots technical issues, and coordinates special requests to ensure efficient service delivery. The Alert Team Lead also monitors all customer communications, ensuring timely responses, consistency, and a high standard of service excellence across all channels.

What you'll do:

• Act as a second level support to assist internal and external customers.
• Consistently utilize effective communication, retain and recall knowledge, speed and efficiency when completing projects and creative problem solving.
• Approach service and retention with integrity, compassion, and perseverance.
• Assist Account Managers in maintaining client relationships, including providing client updates, customer support, and responding to/follow-up on service ticket inquiries and researching accounts.
• Resolve escalated issues and provide additional support and service to contact center agents and their customers.
• Assist and guide contact center agents to secure service and/or handle escalated/complicated calls.
• Contribute to team goals through meeting or exceeding operational and quality objectives.
• Communicate and implement process and procedure changes while contributing to continuous improvement initiatives.
• May provide supervisors with input regarding agents' performance.
• Complete administrative duties and assume additional responsibilities as assigned.
• Coordinate directly with internal technical team on evaluating service impact and escalating system defect issues and agent workaround procedures.
• Coordinate directly with 3rd party entities of law enforcement and legal team on all nontraditional stolen vehicle requests.

What you'll need:

• 1 year of operations/customer service leadership experience, knowledge in contact center processes and procedures preferred.
• 1 year of experience in fast-paced customer service environment.
• Experience in leading, training, coaching and developing associates preferred.
• Some technical knowledge is preferred but not required.
• High school diploma or equivalent.
• The ability to utilize empathy, listening skills, and a courteous and helpful attitude to focus on
• providing quality customer service.
• The ability to demonstrate problem solving, organizational, and sound reasoning ability.
• The ability to adapt to a changing work environment and willingly learn new skills and develop greater job knowledge.
• Knowledge of our clients and their processes.
• Knowledge of Microsoft Outlook and SharePoint.
• Must have legal right to work in the U.S.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.