Analysis Skills, Call Center Management, Call Centers, Call Volume, Coaching, Communication Skills, Customer Relations, Customer Support/Service, Data Collection, Database Administration, High School Diploma, Leadership, Mentoring, Metrics, Presentation/Verbal Skills, Problem Solving Skills, Team Lead/Manager, Telephone Skills, Time Management, Vehicle Fleets, Writing Skills
Service Center
Leads a contact center team in all aspects of daily work including hiring, coaching, and tracking metrics.
Essential Job Duties
- Provide leadership, coaching, and mentoring to the Contact Center Team
- Supervise call center group of 20+ representatives in all aspects of daily work and development for future opportunities
- Determines requirements by working with clients
- Resolves problems by clarifying issues and researching alternative solutions
- Maintains call center database by entering information
- Generates timely analysis on rep call volume, appointments scheduled, assignment conversion
- Performs work with a high degree of latitude. Handles the most complex issues
- Other duties as assigned including answering phone calls, gathering information, and transfer calls to the appropriate personnel
Skill/Requirements
- High School diploma or GED
- Fleet experience (preferably)
- Minimum 6+ years of customer service experience
- Caliber Collision experience preferred
- Excellent written and verbal communication skills
- Customer/client orientation
- Problem-solving skills
- Leadership skills
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.