DESCRIPTION SUMMARY: Supervises, coaches, develops and motivates contact center team by responding to questions, providing guidance and direction and demonstrating leadership and interpersonal skills. Ensures efficient performance of the team through a balance of human and technical resources and consistent contribution to management team objectives by active teamwork. Provides guidance to contact center team that fosters team growth and performance. Serves as a primary point of contact for day-to-day application of organizational policies and procedures.
Supervises team of associates to maintain strong teamwork and customer service levels.
Reviews ACD data to monitor the length of time customers remain on hold and takes corrective action to insure service levels are maintained.
Answers questions and recommends corrective services to address customer complaints.
Monitors productivity and performance of customer service representatives and provides feedback, instructions and intervenes as necessary.
Monitors case activity in the system to ensure proper handling and adherence to policies and procedures.
Researches possible resolutions and/or redirects issues when appropriate.
Prepares performance evaluations and participates in discussions around performance standards.
Works with Account Managers to anticipate client needs and identify opportunities and new ideas.
Maintains complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.
Applies work procedures, supervises work schedules, and expedites workflow.
Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives.
Manages and participates in project development.
EDUCATION: Associate Degree or equivalent work experience
EXPERIENCE: 0-2 years customer service background and knowledge, in automotive industry preferred. Experience managing people and client relationship.
COMPLEXITY: Possesses presentation and written communication skills, analytical skills, and the ability to work in a fast paced environment. Utilizes good judgment, decision-making skills, and leadership qualities. Demonstrates, models, and evaluates customer service and dispute resolution skills, including anger diffusion, mediation and negotiation.
WORKING RELATIONSHIPS: Communicates with customers and dealer network. Teams with peers, supervisors, and senior management to achieve corporate and client goals.
ADDITIONAL REQUIREMENTS: Hours must be flexible when business needs dictate.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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