Senior Customer Support Specialist – Quality
ResMed
Cloud
Seasonal Customer Service Shift Lead
Minted
full-time
Posted on:
Location: Arizona, Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $23 per hour
Job Level
Senior
About the role
- Ensure that all contact channels and case queues among teams are in balance by providing real-time support to sites and reallocating resources as needed to maintain proper phone, email, and chat coverage
- Directly responsible for ensuring that contact center SLAs and metrics are met; this role is directly accountable for departmental SLA attainment
- Lead regular daily meetings to ensure all global contact center sites understand daily goals and priorities and are ready to execute daily plans
- Provide real-time support to global contact center site leadership by answering questions that arise to ensure that customers have the best experience possible
- Produce daily reports and Huddle Decks, and circulate with the Customer Service team, including coordination with Communications, Quality, and Training stakeholders regarding relevant updates
- Serve as a cross-functional liaison and respond to tasks and emails for cross-company and departmental support
- Partner with Workforce Management to track and assign projects across teams and to ensure daily schedules include coverage for specialty queues and live channels
- Support coordination between internal teams to ensure projects are being completed in a timely fashion
- Contribute to additional ad hoc projects related to customer service and shift management, as needed
Requirements
- A Bachelor’s degree or equivalent work experience
- 2+ years of experience in a retail or eCommerce customer service environment
- 1+ years experience managing SLAs & using real-time and historical contact center data to make decisions
- Quick learner who thrives in a fast-paced environment and has proven ability to multi-task
- Strong work ethic with a positive attitude and demonstrated problem-solving ability
- Demonstrated leadership skills with excellent written and verbal communication skills
- Great people skills, strong written and oral communication skills
- Excellent computer/software skills (Google Docs, Sheets, and Slides)
- Experience with Salesforce or other CRM software a plus
- Ability to work independently with minimal supervision while fostering a strong team atmosphere
