Experienced (relevant combo of work and education)
Education Desired :
Associate's Degree
Job Description
What you will be doing
- Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.
- Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
- Ensures skilled and courteous customer support services are delivered to remote a productive and positive relationship with customers.
- Ensures adequate phone coverage including making decisions regarding scheduling changes.
- Acts as an escalation point for resolving the most difficult customer issues.
- Evaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement.
- Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
- Serves as an escalation point for resolving the most difficult customer issues.
- Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
- Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives.
- Approves and implements streamlining opportunities and process improvements.
- Coordinates customer service activities with other internal functions.
- Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.
- May serve as a backup to more senior customer service management in their absence.
- Other related duties assigned as needed.
Highest Qualification
Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.
What you Bring
- Considerable knowledge of the company’s products, services and business operations to enable resolutio