Customer Experience Chatbot Senior Associate at DraftKings responsible for chatbot conversation design and performance improvements. Collaborating cross - functionally to enhance customer experiences via AI - driven solutions.
About the role
- Customer Service Manager responsible for managing the customer support team at PestCo. Overseeing daily operations and ensuring exceptional customer experience.
Responsibilities
- Lead, train and motivate a team of Customer Service Representatives Day-to-day activities and schedules
- Review, approve and submit accurate and timely semi-monthly timecards and payroll data with tight timelines
- Provide ongoing coaching, performance management feedback/guidance to Customer Service Representatives (CSRs)
- Ensure compliance with company policies and procedures to maintain consistent and superior customer experience
- Monitor, analyze, and report on key performance indicators (KPIs and customer feedback) to identify areas of improvement to the customer experience
- Ensure that customer service software, tools, and resources are utilized effectively
- Conduct regular audits of customer service processes to ensure quality and efficiency
- Identify operational needs and deliver solutions to enhance service delivery and team efficiency
Requirements
- 3 years of proven success in leading and managing high-performing customer service call center teams
- Excellent communication, interpersonal, and problem-solving skills
- Ability to manage high-pressure situations and resolve customer concerns effectively
- Strong organizational and time-management abilities
- Excellent conflict resolution and interpersonal communication skills
- Ability to work independently while adhering to established policies and procedures
- Keen attention to detail and a proactive approach to problem-solving
- Strategic thinking with the ability to interpret performance trends and implement corrective actions
- Proficiency with CRM systems and other call center tools
Benefits
- Overtime, Commissions, and Bonuses (for applicable roles)
- Paid Time Off, Paid Sick Time, & Paid Holidays
- Medical, Dental, and Vision Insurance
- Company Provided Life Insurance
- 401K – Employer Match
- Health Savings Account (HSA) - Automatic Employer Contribution
- Flexible Spending Account (FSA), Dependent Care FSA
- Voluntary Life Insurance (Employee, Spouse & Child)
- Voluntary Short-Term and Long-Term Disability
- Voluntary Options (Accident, Critical Illness, and Hospital Indemnity Coverage)
- Employee Assistance Program
- PestCo Discounts Program (Included Child Care, Event Tickets, and thousands of Discounts!)
- Educational Resources and Training provided on-the-job.
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