Key skills
CommunicationTime ManagementSales
About this role
Role Overview
- Assists the managers with the management of daily activities over a group of representatives handling customer service/sales inquiries and issues via the telephone and/or e-mail
- Provides direction and guidance for Customer Services Center Representatives
- Handles escalated and unresolved calls and resolves issues on the most difficult customer questions and on unusual and exception items
- Monitors workflow ensuring that responses to customer inquiries are courteous, professional and timely
- Ensures compliance with applicable internal policies and procedures and with applicable regulatory requirements
- Typically provides input for improvements/changes in overall site operations
- Provides training, guidance and direction to customer service/sales staff and serves as a back-up to the Customer Service Managers as needed
Requirements
- High school diploma or equivalent
- Three to five years of relevant experience
- Strong customer service/sales and problem-solving skills
- Thorough knowledge of applicable services, products, systems, operations, policies and regulations
- Good organizational and time management skills
- Effective verbal and written communication skills
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
- Some experience as a senior level representative preferred
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law