Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers
Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
Oversee incoming and outgoing communications to ensure timely, accurate and professional responses
Set, monitor and frequently review team goals and metrics
Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns
Recognize potential system defects and escalate internally when appropriate
Handle escalated situations and act urgently when necessary
Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation
Manage client relationships by providing top level support
Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example
Perform other general duties as assigned
Requirements
Minimum of 4 years’ experience supervising Customer Service personnel in a call center environment
Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship
Excellent professional verbal and written communication skills
Detailed oriented; strong organizational skills
Strong critical thinking and analytical skills
Independent decision making and delegation experience
Advanced computer skills, especially in Microsoft Word & Excel
Experience with Service Cloud is a plus
Ability to identify the root cause of a problem and develop solutions to mitigate
Interdepartmental and customer relationship skills
Work schedule flexibility
Multiple languages a plus
Benefits
Competitive salary
Paid parental leave
Generous paid time off
Medical, dental, vision, FSA, Life/AD&D, long and short term disability
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