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Job Description
- Supervises customer service representatives.
- Ensures that customers receive the quickest service possible.
- Assists representatives in handling disappointed customers.
- Determines a course of action to resolve customer problems.
- Interacts with customers using phone, fax, email, the company website and in person.
- Provides assistance to representatives during extremely busy times.
- Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
- Collects customer payments.
- Issues customer refunds.
- Takes customer complaints to upper management when necessary.
- Interacts with vendors.
- Coordinates employee meetings, parties and continuing education.
- Generates reports for upper management.
- Helps create, update and maintain call script for representatives.
- Maintains database of customers for follow up.
- Ensures a seamless process flow from the customer’s initial order to the delivery of products and services.
- Uses social media to help promote the company’s products and services.
- Reviews customer evaluations in regards to service representatives’ work and looks for areas that need improvement.
- Trains newly hired customer service representatives.
- Trains representatives on new equipment and software.
- Approves employees’ time sheets for payroll.
- Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
- Trains representatives on new product and service offerings as well as special sales and promotions.
- Analyzes the results of direct mail marketing and email campaigns.
- Helps develop new products, services and promotions based on customer preferences.
- Meets deadlines.
- Stays within allocated budgets.
Job Requirements
Required Knowledge, Skills and Abilities
- Must have outstanding customer service skills.
- Strong interpersonal and active listening skills.
- Must have good computer skills.
- Must be highly detail oriented and have the ability to effectively multi-task.
- Must have excellent management and leadership skills.
- Extensive knowledge of the products and services offered by the company.
Education and Experience
- Associate’s degree in Business, Management or Public Relations.
- Certificate from an accredited technical school.
- Bachelor’s degree in Business Administration, Business Management, Hospitality, Finance or Computer Science.
- Experience as a customer service representative at a call center or other environment with many customers.
