The Senior Customer Care Representative will assist on a daily, weekly and monthly reports and analysis of data that is collected with a major emphasis on accuracy of information and suggesting improvement opportunities. This position is responsible for ensuring agent schedule and call metrics adherence and will also be trusted to provide immediate resolutions to customer issues and concerns. Close communication with the client will be necessary to ensure the programs' success. In addition, this position will assist with team training and will be required to provide management support during nights and weekends.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Assisting the team with Quality Control
Putting together select customer reports on a daily, weekly and monthly basis and quality control auditing
Monitoring Call flow and queue activity
Handling escalation calls and taking customer calls as needed
Identify process improvement opportunities and recommend solutions
Actively participate in internal meetings
Work well independently and as a team player
Assist with additional duties as assigned
There are no leadership responsibilities with this position.
To perform this job responsibly, proven experience with varied technology systems including reporting is required. Experience providing, managing, and training world class customer care via multiple communication channels (i.e., phone, live chat, e-mail) is preferred. Excellent business communication skills required along with organizational skills, attention to detail, and a positive and professional demeanor.
EDUCATION and/or EXPERIENCE
A high school degree or equivalent (HSED, GED) is required; Bachelor’s degree preferred. Two years customer service experience required.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes: Beginning Word and EXCEL, along with Client and Alta designated software. Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.
About Alta Resources
In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years later, his...