Key Responsibilities:

• Provide on-going coaching to each Customer Service Representative on team concerning quality, reliability, accountability and productivity to ensure objectives are met.
• Resolve moderately complex support-related issues for the customers and staff.
• Provide support in call escalation situations. Serves as an expert in dealing with difficult customer interactions.
• Regularly monitor customer calls in order to provide constructive feedback to CSRs.
• Plan and organize workflow to ensure efficient CS operations.
• Set goals and track results to ensure that all team metrics are met and excellent customer service is achieved.
• Communicate with peers in order to ensure that department meets its objectives.
• Acts as a communication liaison between inside sales, customer service, outside sales and other departments Monitor and analyze daily and monthly call center performance, utilizing contact management system reports.
• Assist in cost control and managing departmental budgeted expenses.
• Monitor and submit required reports in an accurate and timely manner.
• Set up and maintain necessary records, files and reports in accordance with Company standards.
• Recruit, interview select, train, and develop customer service representatives in customer service techniques.
• Assumes a high degree of responsibility and work independently
• Performs other functions that may be assigned.

Minimum Qualifications:

• 2-+ years of progressive supervisory experience.
• Bachelor’s Degree required in Business Administration, Supply Chain, or a related field, or equivalent combination of experience and education, including a HS Diploma or GED.
• Excellent knowledge of customer service practice and procedures.

Preferred Qualifications:

• Must be able to work in a fast paced environment handling multiple demands.
• Must be able to work for prolonged periods of sitting while using a headset, keyboard, and computer terminal.
• Proven telephone and communication skills.
• Knowledge and proficiency in computer operations utilizing Microsoft products.
• Must be self-motivated, stress and pressure resistant, quick learner.
• Demonstrated ability to develop and maintain constructive working relationships within and outside of the company.

This position has not been approved for Relocation Assistance.