Job Title
Increase market share by motivating, training, delegating and coaching a staff of Customer Service Representatives to achieve established corporate goals. Responsible for coordinating customer service with other departments.
Primary Responsibilities :
- Identify customer needs and satisfy them profitably.
- Maintain existing customer base through effective customer service skills.
- Responsible for overall order entry process review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues
- Insure follow through with customer requests by customer service.
- Hire, hold team accountable, training, write schedules, manage CMP process and conduct 30,60,90 day reviews.
- Understand edit procedure, operate the phone system and by cross training with customer service representatives, run necessary reports as needed.
Education :
High School Diploma or GEDExperience :
Two (2) year experience in a customer service related position preferred or call center experienceSkills :
Good communication skillsProved ability to communicate effectively to satisfy the customers' needs.Experience managing individuals, motivating, training and disciplining a staff.Good computer skills - Working knowledge of MS Office (Word, Excel, Outlook) a plus.Bilingual English / Spanish a plusAbility to handle multiple tasks.Strong organizational skills and ability to handle crisis situations effectively