Job description
POSITION PURPOSE
Responsible for ensuring quality control in the customer service center. Ensures that clients are promptly, courteously, and professionally served and their questions and problems effectively resolved. Provides quality control through daily monitoring and sales coaching. Conducts all training for new employees, as well as ongoing training of existing employees.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for ensuring the effective performance of customer service functions.
Ensures that client requests are received, processed, and resolved accurately and timely. Ensures that clients are properly informed of the status of their account(s).- Ensures that client files are updated and maintained.
- Assist employees and branch personnel with the resolution of Customer Service related issues.
- Provides assistance with more complex and sensitive problems.
- Ensures that related customer service is provided in accordance with established policies and procedures.
- Continually monitors customer service functions and suggest revisions to policies and procedures as needed to ensure superior customer service. Ensures that service activities are effectively prioritized.
- Ensures that the Customer Service Center maintains an acceptable if not exceptional service level using call monitoring as well as statistical data.
- Coach agents on sales and service on a regular basis and reports results to management
- Backup manager, assistant manager, and customer service agents whenever necessary
2. Assumes responsibility for ensuring effective technical service to Company clients.
Ensures technical phone system software is properly working and interprets statistical data. Communicates effectively with agents to ensure their understanding of the data. Obtains and conveys information as required. Researches and resolves technical problems.- Reports technical problems to appropriate personnel for investigation, and to prevent reoccurrence of problems.
- Maintains and projects the Company's professional reputation.
3. Assumes responsibility for providing effective sales and marketing support.
- Seeks to expand the Company's product line in existing and new accounts through customer support phone calls.
- Ensures that sales leads and customer needs are appropriately referred and followed up.
- Provides input on new products to research and development personnel.
- Provides technical sales support for representatives as needed.
- Develops and presents sales and service training as required.
4. Effectively supervises Customer Service personnel, ensuring optimal performance.
Provides leadership through effective goal setting, delegation, and communication. Ensures that personnel are well informed of policies and procedures. Discusses service areas needing improvement.- Trains, directs, and coordinates personnel. Provides assistance and support as needed. Develops and conducts training to ensure effective customer service.
- Provide input on performance appraisals. Provides suggestions for improved performance. Formulates and implements employee corrective actions as needed.
5. Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and management.
Assists and supports related departments as required.- Keeps management informed of area activities and of any significant concerns.
- Attends and participates in meetings as required.
- Completes reports, records, and other documentation as required.
6. Assumes responsibility for related duties as required or assigned.
Completes miscellaneous customer service functions and special projects as assigned.- Ensures that work area is clean, secure, and well maintained.
- Stays informed of changes in the customer service field.
PERFORMANCE MEASUREMENTS
1. Customer service functions including orders, set up of new customers, returns, billings, etc. are completed accurately, timely, and in accordance withestablished policies and procedures.
2. Professional business relations exist with customers. Questions, problems, and information needs are resolved courteously, effectively, and promptly. Customer assistance is provided as required.
3.Technical service questions and complaints are resolved quickly and the Company's professional reputation is maintained.
4. Required documentation, records, reports, and files are complete, accurate, and up-to-date.
5. Department personnel are effective, efficient, and well supervised. Personnel are assisted and supported as needed.
6. Effective working relations and coordination exist with Company personnel. Information is obtained and conveyed as needed. Technical problems, customer product needs, and sales leads are appropriately referred.
7. Management is informed of area activities and of any significant concerns.
QUALIFICATIONS
Education/Certification : Bachelor’s degree business or a related field or 5 years banking experience.
Required Knowledge: Knowledge of Company products.
Familiarity with pricing and sales procedures.
Thorough understanding of customer service practices.
Experience Required
: At least two years of customer service experience and one year of supervisory experience.
Skills/Abilities
:
Excellent communication and public relations abilities.
Strong trouble-shooting and problem-solving skills.
Ability to train and supervise others.
Ability to learn and understand technical phone system software and equipment information.
Service orientation and sincere willingness to assist others.
Able to use PC, calculator, telephone, and related business equipment.
___________________________________________________________________________________________
Hours: Monday - Friday 10:30am-7:00pm
Rotating Saturdays: 9:00am-5:00pm
(Availability to work a flexible schedule which includes all hours of Call Center operation including Saturdays and holidays)
40 hours
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