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The Customer Service Associate will conducts monthly coaching and review sessions with team members to review quality calls captured and scored, as well as, calls captured and not scored but can be used as training opportunities.
Provides daily direction and communication to employees so that customer calls are answered in a timely, efficient and knowledgeable manner.
Provides continual evaluation of processes and procedures.
Responsible for suggesting methods to improve efficiency and service to both internal and external customers.
Conducts monthly coaching and review sessions with team members to review quality calls captured and scored, as well as, calls captured and not scored but can be used as training opportunities.
Provides agents statistical and performance feedback on a regular basis
Work with Supervisors and Manager in the day to day support of the call center, as well as escalating employee performance issues.
Generate ad hoc reports as needed.
Maintain and update seller account log and profiles.
Make copies of correspondence or other printed materials.
Provide general administrative assistance on special projects as needed and other duties as assigned
Proactively assist other sales and marketing assistants during downtime.