Manager - Call Center

Description

Essential Functions:

• Hires, manages, develops, reviews, and sets goals for department and staff.
• Monitors and tracks queue of inbound calls; informs Call Center team of calls waiting and call abandonment metrics.
• Challenges team members in providing exceptional support to both external and internal customers.
• Coordinates with Human Resources and management in a timely manner on any and all employee relations matters.
• Enforces adherence to company policies and procedures.
• Compiles reports on team’s performance and customer feedback.
• Works closely with team members to solve customer problems.
• Offers solutions and suggestions for process and product improvement to management.
• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM.
• Relies on extensive technical knowledge to make decisions and accomplish departmental goals. 
• Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Ensures customer retention and satisfaction. 
• Evaluates cases thoroughly and advises Technical Advisors and/or doctors on which product is the best for the particular case.
• Makes outbound calls on cases that need assistance. 
• Determines if credits will apply in extreme circumstances.
• Works with Customers in escalated call scenarios.
• Works within approved department budget and resources.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

•  High School Diploma or equivalent.
•  Minimum five (5) years of experience in a Call Center environment.
•  Minimum three (3) years of supervisory or leadership experience.

Work Schedule: Monday through Friday 7:00am to 4:00pm

Pay Range: $73,000-$74,000/yr

Riverside Dental Lab is an equal opportunity employer, including disability and veteran status.

Note to Current employees: Please apply through Employee Transfer Application to complete the transfer request form.