Job Summary:
Ensures an environment to deliver superior customer service
Responsibilities:
- Directs and manages the day-to-day work of the in-house support team including scheduling, progress monitoring, and professional development.
- Uses data and metrics to drive process evaluation and improvement to increase team efficiency.
- Builds and executes customer engagement plans for target growth segments.
- Coaches team and creating environment to deliver superior customer service.
- Identifies upsell opportunities and works to convert customers to new tools and higher revenue packages.
- Collaborates closely with the marketing team to institute effective and creative customer engagement and marketing opportunities.
- Trains, mentors and grows team to create a culture of retention and revenue growth.
- Fosters an environment that is reflective our Client's environment and expectations
- Performs other duties as assigned.
Skills Requirements:
- 3-5 years of in customer support
- 1-2 years of direct supervision of a team
- Proficient with Microsoft Excel, PowerPoint and web-based applications
- Excellent written, verbal and interpersonal skills.
Education Requirements:
Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business or related field preferred.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
