Job Description
Job Description
Who we are :
ITRCC is dedicated to delivering outstanding customer service that is built around our core values : Community, Actions, Reliability, Excellence, and Safety. Spanning 157 miles, across northern Indiana, ITRCC implements our core values to offer a safer and more efficient way of commuting.
Why we’re different :
ITRCC’s efficiency relies on our team members; at the ITRCC you won’t just be part of a company, you will be part of a family who respects their members and strives to cultivate sustainability. We are actively involved in the community, care for the wellbeing of our team members and understand the importance of work / life balance.
Summary :
Manages and develops the Customer Care department, maintaining stats within the proper service levels by monitoring agent performance and assisting as needed.
Keeping involved in Customer Service trends to enhance the customer experience and improve productivity.
Relationships :
- Corporate Hub
- Manages the Customer Care Lead and Customer Care Agents
- ITRCC internal / external customers
Responsibilities :
Performs all tasks safely, complies with all internal and external safety requirements, supports ITRCC safety culture, attends all safety trainings and completes all compliance trainings as required by ITRCC.Uphold ITRCC’s core values : Community, Actions, Reliability, Excellence and Safety (CARES).Monitor CRM performance to include but not limited to : transaction processing, fraud monitoring, and public accessibility.Reconcile customer refunds through an account management system and payment processors as required.Utilize omnichannel software to monitor contact center activity and delegate tasks to maximize efficiency and uphold service levels.Audit agent call and email interactions to ensure proper assistance is being rendered and satisfactory service is being provided.Process and approve invoices and customer statements using accounting software, ensuring timely and accurate monthly mailings.Compile comprehensive reports regarding contact center performance and present them in a professional manner.Maintain awareness of IAG activities, ensuring the account management system remains in compliance with standards.Continuously enhance the contact center training program, including virtual tutorials and hands on agent development.All other duties as assigned.Qualifications : (required)
Associates DegreeAccount management system experienceExcellent communication skillsProficient with technologyMust possess organizational and leadership skillsProficient with Microsoft Applications (Excel, PowerPoint, Dynamics 365) and omni-channel communication softwareDesirable Experience :
3-5 years customer service experience including supervisoryWorking Conditions :
This position requires : (Frequent : estimates 5 hrs per shift)Constant sitting, talking, listening, and repetitive motionsLittle physical effortFrequent computer usageMonday through Friday 830A-5P
