Customer Care Coach

NULL NULL NULL NULL NULL NULL NULL NULL

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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About the role

  • Coach agents to ensure productivity, quality and customer satisfaction objectives are met
  • Conduct one-on-one meetings with agents to evaluate performance against KPIs
  • Coach and develop agents to acquire and refine job skills through constructive feedback and ongoing training
  • Provide coaching, advice and guidance based on audit findings
  • Communicate company goals and metrics with team members to deliver high-level customer service
  • Hold regular team meetings as SME to review performance and provide guidance for continuous improvement
  • Participate in meetings, presentations, and special projects as assigned by management
  • Identify adverse performance trends and patterns and inform/advise Management
  • Summarize findings and recommendations and forward to supervisor for performance assessments
  • Monitor team performance against established metrics and KPIs
  • Escalate issues appropriately and in real-time including technical, performance, and HR issues
  • Assist with taking calls during periods of excessive call volume
  • Address performance and operational challenges as they arise
  • Provide input and assist with development of additional training or policy/procedure changes
  • Develop job aids and tools to assist agents in improving overall performance
  • Maintain comprehensive working knowledge of policies, procedures, and benefits across all business lines

Requirements

  • High School diploma or equivalent
  • Some College is a plus
  • 2 years of experience in call center, customer care
  • If internal applicant, CSS title preferred
  • Exceptional listening and analytical skills
  • Dedication to providing exceptional World Class Customer Service
  • Ability to prioritize and organize work in a multitasking environment
  • Ability to maintain the highest level of confidentiality
  • Excellent interpersonal, written, and oral communication skills
  • Excellent judgment, reasoning, and problem-solving skills
  • Strong working knowledge of correct grammar and punctuation usage.
  • Strong working knowledge of all types of Customer Service programs (i.e., CSE, Letter writer, Mainframe, Intranet, etc.)
  • Ability to objectively review phone calls in accordance with department guidelines.
  • Strong organizational skills.
  • Proficiency in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
  • Ability to learn new computer systems.
  • Knowledge of customer service principles and practices
  • Ability to professionally handle and resolve escalated issues
  • Strong teamwork skills.
Benefits
  • Competitive compensation designed to reflect your expertise and contribution.
  • Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
  • Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
  • Paid holidays and time off to support a healthy work-life balance.
  • Parental leave to help our employees welcome their new additions.
  • Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
  • Company-paid counseling for assistance with mental health, stress management, and work-life balance.
  • Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
  • Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecall center experienceperformance evaluationKPI monitoringanalytical skillsproblem-solving skillsgrammar and punctuationmultitaskingMicrosoft Office Suitecustomer service programs
Soft Skills
coachinginterpersonal skillscommunication skillsorganizational skillsteamworkconfidentialityjudgmentreasoningdedication to customer serviceability to prioritize
Certifications
High School diplomaSome College