The Call Center Coordinator provides in–bound telephone customer support in a high volume call center environment, in addition to various administrative duties supporting the Call Center Manager and Supervisor.
Answer in-bound customer service telephone calls responding to customer inquiries regarding PLS products, services, transaction requests and account maintenance related to their account. Deliver courteous, professional service in a manner reflecting positively on PLS.
Perform report creation, maintenance and execution of call center reports tracking all incoming customer, regulatory complaints, comments, inquiries and emails. Responsible for the final compilation and distribution of daily, monthly, quarterly and annual reports.
Analyze report data and metrics; identify trends and provide feedback to manager regarding business needs and solutions. Formulate recommendations to improve service and the customer experience.
Provide support and assistance to the manager and supervisor to ensure call center staff performance standards and customer expectations are achieved and maintained. Provide on-the-job training to other staff; acting as a resource for others; providing assistance in resolving complicated issues and assisting with workflow.
Perform quality monitors of both internal and out-sourced agent calls. Document feedback and deliver coaching per company guidelines; track data and trends.
Maintain a comprehensive knowledge of PLS products and services applicable to target customer segments, as well as general information required to answer customer inquiries.
Other duties as assigned by management.
Previous call center experience in a high volume environment is required; minimum 2-3 years
Associate or Bachelor’s Degree in Business, Marketing, Communications, Management or Human Resources required
Must be able to work weekends, evenings and holidays as required to support special business initiatives
Ability to establish and maintain effective working relationships with peers, customers and management
Excellent customer service and organizational skills
Experience working in a fast-paced environment with demonstrated ability to juggle multiple competing tasks, and ability to complete all work accurately and in a timely manner.
Strong skills to analyze, prioritize, and/or establish a resolution for customer or staff concerns or issues.
Ability to readily accept and adapt to changes in work environment, priorities and regulations
Ability to work independently and as a team member
Knowledge of Excel and previous experience working with large spreadsheets/data required.
Microsoft Office software, Outlook, experience preferred.
Benefits for eligible employees include: medical / dental / vision, 401k, vacation, opportunities for advancement, on-going training available. PLS is proud to be an equal employment opportunity employer and drug free work place.