Job Description

Job Requirements

Skill Requirements

• Degree in business, marketing, communications or related fields preferred.
• Prefer previous call center supervisory experience.
• Two (2) plus years of in a fast paced customer service call center environment.
• Outstanding people skills.
• Strong knowledge of Google Workspace.
• Knowledge of customer service and call center best practices in a service/competitive industry.
• Excellent written and verbal communication skills, including strong presentation skills.
• Strong problem and identification skills, effective organizational skills, flexibility to manage multiple priorities to achieve timely results, ability to forge cross-functional partnerships and strategies are necessary requirements to be successful in this role.
• Must be able to speak comfortably at all levels in the organization.
• Strong customer resolution skills.

Performance Metrics

• Call Center metrics
• Customer Service Representative metrics
• Timely handling of cases (tasks & incidents)
• Ongoing evolution of KPI’s and reports
• Customer Satisfaction Index / Net Promoter Score
• Employee Retention
• Customer Renewal, Retention, Recovery and Upsells

Technology

• Five9
• Field Routes
• Looker
• Google Workspace
• Microsoft Office

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