Customer Service Coach

About the role

Responsibilities

• Develop and maintain positive client relations as required to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments
• Manage the scheduling and completion of all services assigned by customers; many of the services will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved}
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Coach entry level team members and improve performance through job shadowing, on the job training, communication and relationship development
• Search for efficiencies to increase productivity for team members, identify areas of improvement for individual members of the team
• Provide regular updates to Team Leads on status of team members in training
• Act as a Subject Matter Expert and periodically reviews processes with clients and members of the senior leadership team
• High school diploma required, Undergraduate degree / internship preferred
• Previous experience 2-4 years in customer service call center environment essential
• Proficient in Microsoft Suite