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About the role
Key responsibilities & impact- Coach and develop Customer Service Representatives in all areas including product knowledge, policies and procedures as well as performance metrics.
- Review phone, email and other customer interactions to evaluate quality, track results and provide coaching and performance reviews for increased success.
- Provide feedback to management on processes improvements that increase efficiency and customer satisfaction.
- Facilitate team meetings and one-on-one sessions to communicate policy updates, company information and provide training and coaching.
- Handle escalated customer issues and provide weekly support for customer interactions.
Requirements
What you’ll need- High School diploma or equivalent required.
- Bachelor’s degree preferred.
- 3+ years of customer service experience.
- 2+ years of experience in a leadership / supervisory role preferred.
- Effective communication skills.
Benefits
Comp & perks- Complete health insurance coverage and 401(k) with 6% employer match that starts day one !
- Multiple bonus programs.
- Paid holidays and generous paid time off.
- Tuition Assistance Program that covers professional continuing education.
- Employee Perks Café featuring affordable daily meal options from local restaurants.
- On-site fitness center and beautifully maintained walking paths.
- Best-in-class, clean, modern facilities.
ATS Keywords
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Soft Skills
coachingdevelopingcommunicationperformance evaluationfeedbackteam facilitationproblem-solvingcustomer interaction management
Certifications
High School diplomaBachelor’s degree