Responsible for serving as the leader and facilitator for the Executive Customer Service team in a supervisory capacity, ensuring that customer service inquiries are handled to the satisfaction of the customer. Communicates phone, email, fax, or regular mail and through social media outlets with customers to provide information in response to inquiries about products or services to resolve customer complaints or issues. Functions as the initial point of customer contact for a wide variety of matters ranging from routine questions to complex issue resolution. Assigns, monitors, and reviews the day-to-day work of Customer Service Agents / Representatives and provides technical guidance. Ensures all matters are routed to the appropriate party or resolved. Measures and reports on performance of the Executive Customer Service Team.
Job Duties & Responsibilities
Resolves intermediate to complex questions or problems that reflect substantial variety and detail. Serves as a resource for CS Agents/ Representatives. Serves as second escalation point for problem resolution. Anticipates customer needs and proactively identifies solutions. Seeks guidance from managerial staff only for the most complex and critical or escalated questions or problems.
Provides technical guidance on more complex issues; plans, prioritizes, organizes and completes work to meet established objectives.
Coordinates the day-to-day activities of Customer Service Agents/ Representatives receiving incoming telephone calls. Intercedes on incoming telephone calls with difficult customers and/or requiring in-depth knowledge of the organization's products/services. Monitors trends and notifies manager of re-occurring or high priority issues. Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective services to address customer complaints.
Supervises daily call monitoring to provide feedback and coaching of team members according to quality standards. Supervises operations of all Customer Care Agent / Representatives for scheduled shift, reporting necessary issues or concerns. Develops the members of their customer service team and delivers performance results to Customer Service Agents / Representatives.
Maintains records of customer interactions, records details, complaints, comments, and action taken. Contacts customers to respond to inquiries or to notify them of investigation results and planned adjustments.
Maintains and improves performance of department through building employee morale, motivating employees, and using constructive coaching/discipline policies of organization.
3 - 5 Years
At least 3 years of experience in a contact center
Basic to intermediate level skill in Microsoft Office Suite of applications.
Familiarity with enterprise call center technologies.
Comfort level in extracting data from applications and performing basic to intermediate levels of data manipulation to determine trends and performance.
Proficiency in Microsoft Office Suite
Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10-key numeric pad).
Knowledge, Skills & Abilities
Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
At least 1 year experience in indirect management of team members, including assisting in the development, training and assignment of work/projects to other team members. Preference for candidates who have managerial experience.
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Self-directed, able to manage own time and tasks, as well as consistently meet deadlines.
Experience building and maintaining relationships within a team.
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
Dick's Sporting Goods Inc