Summary: Directs and coordinates customer service activities. The individual will need to have the ability to perform the following duties personally and through subordinates.
Essential duties and responsibilities:
Monitors productivity of customer service representatives and generates reports using our Contact Center Software
Reviews Call Data to monitor the length of time customers remain on hold.
Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
Answers questions and recommends corrective services to address customer complaints or needs,
Compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
Determines work procedures, prepares work schedules, and expedites workflow.
Studies and standardizes procedures to improve efficiency of subordinates.
Maintains harmony among workers and resolves grievances.
Perform day to day call center agent functions.
Supervisory Responsibilities:
Manages a team of non-supervisory employees.
Is responsible for the overall direction, coordination, and evaluation of the department.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Preferred Qualifications:
Experience with Oracle/NetSuite CRM platforms is a plus.
Familiarity with project management tools such as Asana, Trello, or Jira.
Strong willingness and ability to learn new software applications quickly.
MS Office Suite (Word, Excel, and Power Point)
Associate's or Bachelor's degree; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience
Numbers & Facts
Location
Edgewood, NY
Skills
Accountingunmatched
Atlassian JIRAunmatched
Call Center Softwareunmatched
Call Centersunmatched
Call Monitoringunmatched
Corporate Policiesunmatched
Customer Service Managementunmatched
Customer Support/Serviceunmatched
Disciplinary Actionunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft PowerPointunmatched
Microsoft Wordunmatched
NetSuite CRMunmatched
Oracle CRMunmatched
Problem Solving Skillsunmatched
Procedure Developmentunmatched
Project Management Softwareunmatched
Record Keepingunmatched
Reporting Skillsunmatched
Resolve Customer Issuesunmatched
Statisticsunmatched
Team Lead/Managerunmatched
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