Parchment is a Scottsdale, AZ based software-as-a-service education company with offices in Deerfield, IL, Roseville, CA, Denver, CO, and Grand Rapids, MI. Our mission is to unleash education credentials by unlocking the critical data they embody. We are fundamentally changing how transcripts and other education credentials are moved and used. Our customers include more than 10 state departments of education, nearly 9,000 schools and universities and hundreds of thousands of individuals trust and rely on Parchment software to manage and deliver millions of transcripts and other student records each year.
We are looking for an operations professional to spearhead the growth and development of our Deerfield, IL based customer service team. This team is a critical piece of our service model as they are the main point of contact for students and alumni ordering transcripts, parking permits, and more. They serve as the face of Parchment to our students and the Service Center Supervisor would help to ensure quality and support at all levels.
Hiring, training, and preparing service center representatives to respond to customer questions and complaints and troubleshoot problems with services or products via phone, chat, and email.
Ensuring agents understand and comply with all service center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine service center goals.
Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Associate degree or equivalent experience
Service center, call center, customer service, or supervisory experience in a fast-paced, highly regulated environment.
Experience leading teams that are geographically dispersed and include fully remote agents as well as office-based agents
Proficiency with technology (computers, software applications, and phone systems). Experience with Salesforce a plus.
Exceptional verbal and written communication skills.
Ability to coach, train, and motivate employees and evaluate their performance against a defined set of objectives and metrics.
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. Willing to rotate and flex work hours to support agents and customers across a variety of shifts and time zones.