JOB SCOPE/ SUMMARY:
This job is responsible for supporting department activities, tasks, functions and ensuring that productivity, quality and accuracy goals are met so that:
- Customer needs are met
- Employees have the tools and information necessary to be successful in their jobs
- Business stakeholders’ (Shareholders, owners, partners) needs are exceeded
ESSENTIAL FUNCTIONS:
Responsible for coordination of workflow and functions, as assigned, to meet overall department goals.
Monitor, correct the accuracy of work as assigned; and actively looks for ways to improve accuracy.
Provide reporting as needed.
Provide training with appropriate documentation; Give feedback as assigned.
Actively identify and refer corrective human resource opportunities to ensure that team and individual performance goals are met.
Actively identify and refer opportunities to correct processes and systems to the management team.
Innovate and implement changes that foster increased efficiency and customer service.
Support service level management with forecasting, planning, scheduling and real time monitoring as assigned.
Handle escalated issues as needed and support line duties as needed.
Assist the Supervisor with any project or task as assigned
Support the values and goals of the Customer Care Department
Experience with Process Control and development, preferred
JOB QUALIFICATIONS:
EXPERIENCE/EDUCATION/TRAINING:
Bachelor’s Degree or equivalent experience
Customer Service skills; Public contact experience
Computer data entry experience is desirable
Bilingual French, Spanish or Mandarin preferred
KNOWLEDGE/SKILLS/ABILITIES:
Social interaction skills
Possess considerable knowledge of customer service departmental standards, practices and procedures
Considerable knowledge of customer service principles and techniques
Knowledge of word processing and spreadsheet applications, including MS Word and Excel
Ability to organize, prioritize, and present product information in easily readable instructions
Ability to exercise tact and patience in solving customer problems and answering questions as needed
Ability to train, assist, and work cooperatively with staff
Ability to communicate effectively, professionally and with courtesy
Possess a positive attitude and the ability to work within a team
Thank You,
