Resolution Specialist in Contact Center managing high volume customer inquiries via phone and chat. Collaborating with associates to resolve issues in a customer - focused environment.
About the role
- Contact Center Supervisor providing leadership and mentoring for Customer Service Representatives. Ensuring quality service and team engagement in a fast-paced environment.
Responsibilities
- Provide front-line leadership, mentoring and staff development for Customer Service Representatives (CSRs) within the Contact Center.
- Ensure delivery of the People-Powered, Customer-Driven Safelite experience.
- Create incentives, hold contests and activities to foster a challenging, fun and rewarding work environment while ensuring team metrics are consistently met.
- Monitor calls to ensure quality service is offered and provide coaching and mentorship on best practices.
- Establish and monitor individual team members' performance against established goals.
- Drive recruitment, interviewing, hiring, and onboarding of new associates.
- Assist in answering incoming calls during periods of peak volume and escalate customer/client concerns as needed.
Requirements
- High School Diploma/GED/Equivalent required; Associate’s or Bachelor’s degree preferred.
- 1-2 years leading a team in a call center environment.
- Knowledge of leadership philosophies.
- Ability to create an environment of openness and trust with a focus on delivering world class customer service.
- Automotive or insurance industry knowledge preferred.
- Strong knowledge of Microsoft Office Suite, web applications, and general office equipment required.
- CCC estimating software knowledge preferred.
- Able to walk, sit, stand and be mobile on the contact center floor to assist CSRs.
Benefits
- Compensation beginning at $52,000/yearly
- Competitive weekly pay and bonus opportunities.
- A benefits package valued at more than $10k*.
- 401(k) plan with company matching.
- Medical coverage plans customized to suit your needs.
- Paid time off (PTO) programs.
- Company holidays.
- Paid volunteer days.
- Up to $5,250 annually in tuition reimbursement.
- Paid training and all the tools and resources you'll need to be successful.
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