Customer Service Coach
Lessen•Scottsdale, AZ
•$21 - $23
About The Position
The Customer Service Coach is a subject matter expert of the CSR team. This role provides support and guidance to team members in the department, while serving as a department trainer to new team members. In addition to training, this individual is responsible for performing daily queue and client relations duties similar to those of Customer Service Representatives.
Requirements
- High school diploma required
- Previous experience 2-4 years in customer service call center environment essential
- Proficient in Microsoft Suite
Nice To Haves
- Undergraduate degree / internship preferred
Responsibilities
- Develop and maintain positive client relations as required to ensure superior client satisfaction
- Receive and handle customer calls and email requests for services
- Manage real-time inquires while keeping track of and responding to commitments
- Manage the scheduling and completion of all services assigned by customers; many of the services will be complex project type work examples: closed stores or restaurants with multiple Affiliates involved
- Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
- Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
- Foster a positive team environment
- Ensure confidentiality and accuracy of internal and external data
- Perform ad-hoc projects and other duties as assigned
- Coach entry level team members and improve performance through job shadowing, on the job training, communication and relationship development
- Search for efficiencies to increase productivity for team members, identify areas of improvement for individual members of the team
- Provide regular updates to Team Leads on status of team members in training
- Act as a Subject Matter Expert and periodically reviews processes with clients and members of the senior leadership team
Benefits
- Competitive compensation
- Health, Dental, Vision, Life, Disability options
- 401K retirement savings plan
- Paid vacation, federal and floating holidays
- Maternity/Paternity Pay
- Career advancement opportunities
- All the tools you'll need to be successful
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
