Customer service

Responsibilities:Hiring, training, coaching, and leading call center representatives as they provide support for customers.Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.Assisting other management team members in identifying trends and establishing call center goals.Ensuring staff members are achieving desired service levels and taking corrective action, as needed.Requirements:High school diploma or equivalent.More education or experience in a related field may be preferred.Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.Knowledge of management principles and familiarity with company products, services, and policies. Powered by Webbtree