Job Details

Job Title

Increase market share by motivating, training, delegating and coaching a staff of Customer Service Representatives to achieve established corporate goals. Responsible for coordinating customer service with other departments.

Primary Responsibilities:

• Identify customer needs and satisfy them profitably.
• Maintain existing customer base through effective customer service skills.
• Responsible for overall order entry process review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues
• Insure follow through with customer requests by customer service.
• Hire, hold team accountable, training, write schedules, manage CMP process and conduct 30,60,90 day reviews.
• Understand edit procedure, operate the phone system and by cross training with customer service representatives, run necessary reports as needed.

Education:

• High School Diploma or GED

Experience:

• Two (2) year experience in a customer service related position preferred or call center experience

Skills:

• Good communication skills
• Proved ability to communicate effectively to satisfy the customers' needs.
• Experience managing individuals, motivating, training and disciplining a staff.
• Good computer skills - Working knowledge of MS Office (Word, Excel, Outlook) a plus.
• Bilingual English/Spanish a plus
• Ability to handle multiple tasks.
• Strong organizational skills and ability to handle crisis situations effectively