Manage and respond to Customer Service Representative (CSR) email escalations – connecting with the customer and identifying coaching/review opportunities with team members.
Regularly monitor/ shadow with CSRs – addressing opportunities to coach and celebrate.
Apply subject matter expertise to evaluate business operations and processes, identifying opportunities for improvement and recommending enhanced procedures and controls.
Develop, update, and maintain training materials and the Customer Service knowledge base as the primary resource for team information.
Serve as the primary point of contact in Customer Service for advanced CRM and SAP technical inquiries.
Participate in technical meetings as subject matter expert of call center and as well as be primary “tester” of technology for the Customer Service department.
Collaborate with cross-functional teams to design and implement technical solutions that enhance business performance.
Provide consultation and specialized expertise across business operations to support process improvements.
Identify and recommend automation solutions for returned mail processes.
Manage the closure of attorney, tenant, and other service-related forms, and address process breakdowns within the start/stop service workflow.
Support outage communications and alerts in coordination with the Customer Advocate and Team lead.
Deliver “train-the-trainer” sessions in CRM for Customer Service and other departments.
Create engaging and creative Pop-up training opportunities.
In collaboration with the Team Lead/Trainer develop and deliver training to new hires to customer service.
Serve as the primary point of contact for troubleshooting issues related to the payment system and IVR, ensuring timely identification, resolution, and communication of system problems.
Provide support on the phones during peak call volume times/ and as needed.
Serves as backup to CS Team Lead Trainer as needed.
Requirements
In-depth understanding of Contact Center operations, CRM, and SAP systems.
Recognized subject matter expert in Customer Service processes.
Strong proficiency in PC operations and Microsoft Office applications.
Solid understanding of the relationship between Customer Service, Collections, and Billing functions.
Demonstrated experience in documenting Customer Service processes and procedures.
Excellent verbal and written communication skills.
Advanced understanding of business operations and cross-functional processes.
Proven experience in designing, developing, and delivering effective training programs, both in-person and virtual.
Problem Solving: Possesses exceptional problem-solving skills, applying expert-level Customer Service knowledge to identify issues, develop solutions, and assess their effectiveness.
High school diploma required. Bachelor’s degree preferred, but not required.
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