Job Summary MAJOR JOB DUTIES AND RESPONSIBILITIES Assists with the day to day management of the team, filling in for supervisor during absence.
Ensures that the work schedules are correctly adhered to, jobs are completed properly, and day to day workload changes are communicated to the scheduling team to support business needs.
Serves as a positive influence for the team, motivating and inspiring the team to surpass their potential. Creates sense of ownership within the employees.
Facilitates communication among team members and supervisors. Makes recommendations on areas of improvement. Participates, assists and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc.
May take the lead on smaller projects or portions of significant projects. Proactively interacts with outside sales force, providing high-level, quality service, to enable continued sales growth.
Provides feedback to peers and management regarding opportunities, processes, and areas of improvement. Provides feedback to management on employee performance.
Prioritizes urgent matters, escalating issues to proper level to ensure resolution. Conducts root cause analysis to address issues and problem escalation.
Computers, monitors and analyzes metrics. Communicates industry and brand knowledge to associates. Supports SOP, policy, and processes, ensuring applications are understood and followed.
Handles escalated calls, complaints, questions and queries as necessary. Researches the most complex customer issues, determining the cause of the problem.
Follows up with the customer, internal and external contacts, etc. to ensure resolution. Interacts with multiple departments to ensure cooperation in order to meet the needs of the customer.
Maintains and attracts potential customers by handling inbound sales and customer communication (calls / emails / click-to-chat) relating to service status or challenges / concerns / issues within the network on an as needed basis ensuring business continuity.
Bachelor degree preferred 3-5 years applicable experience in a customer relationship type role (sales, military, call center, etc) French - medium / advanced English - medium / advanced KNOWLEDGE SKILLS AND ABILITIES Strong decision making and leadership / coaching / mentoring skills.
ability to prioritize effectively Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently Must be comfortable working in a matrix environment Ability to manage complex customer situations and requirements Must be customer focused Must be able to maintain confidentiality Possesses proven problem solving skills .
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