Back to search
Job Summary:
Functions as a member of the Operations Team for the Call Center and maintains joint accountability with CSR for the overall operations of the Call Center. Maintains superior standards for productivity and service quality through one-on-one training and coaching of Customer Service Representatives, utilize monitoring and tracking systems, and recommending process changes and enhancements. Utilizes technologies, of a complex nature to conduct day to day work. May require independent judgment to provide solutions. Requires extensive knowledge of the organization, products, and/or services. Handles problem resolution which may require follow-up and/or escalation to a higher level of expertise. Essential Responsibilities:
- Full use of application of standard principles, theories, and techniques.
- Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
- Works on problems of moderate scope where analysis of situations or data requires a review of variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive working relationships internally and externally.
Basic Qualifications:
Experience
- Minimum three (3) years of customer service experience.
Education
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Proficiency with Kana.
- Proficiency with online scheduling.
- Proficiency with i-file.
- Proficiency with operational monitoring software.
- Must be able to work in a Labor/Management Partnership environment.
Preferred Qualifications:
- N/A
Learn more about this Employer on their Career Site
