Supervise Customer Service Representatives and administrative
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to
perform the essential duties satisfactorily. Other minor duties may
be assigned and may vary by location.
? Provides day-to-day management and support to customer service
? Oversees personnel needs of the customer service department
including selecting, coaching, and training employees and
evaluating employee performance. Provides input into termination,
compensation, and promotion decisions.
? Monitors and evaluates customer service performance. Identifies
operational issues and process improvements, and implements
strategies to improve performance.
? Monitors call center schedules, training time and performance
forecasts to ensure service levels remain at or above set goal.
? Evaluates customer feedback through various channels. Identifies
process improvements and implements performance improvement
? Communicates and enforces company policies and procedures and
develops and implements customer service performance standards.
? Mentors Lead Customer Service Representatives and provides
guidance to continue growth in customer service organization.
? Determines training needs and establishes programs.
? Compiles all customer service reporting requirements. Develops
and analyzes budgets, reports, and financial data.
? Investigates and resolves escalated customer service
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected