Customer Support

• Responsible for assisting management in the efficient operations of the department
• Accountable for the performance of associates and the development of their services
• Responsible for department goals and assist in their success
• Serves as an effective resource in the timely resolution of customer service issues
• Demonstrates strong knowledge of current phone system and makes recommendations to enhance customer service delivery
• Operates ShoreTel to monitor call quality/associates' work
• Generates reports for counseling and reviews
• Ensures that proper staffing levels for the call center are maintained
• Ensures proper tracking of workday reports for associates
• Monitors associates a minimum of 4-calls per month using monitoring forms
• Provides appropriate and timely feedback via one on one coaching sessions each month
• Efficiently completes monthly statistical reports for customer service manager/management
• Responsible for working with the Training Coordinator on all training programs

Customer Service Supervisor

Associate Customer Support Rep, Vet

Customer Care Specialist

Junior Technical Customer Service Representative

Part-Time Behavior Support Specialist

Director, Customer Support