Vitacost.com
  • 09-Aug-2017 to 08-Oct-2017
  • - Customer Service
  • Lexington, NC, USA
  • Full Time

Summary: Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Position will support Lexington agents. Schedule is Monday - Friday 12:30 PM - 9:00 PM.

 

Essential Duties and Responsibilities:

  • Providing support to associates assisting customers with incoming calls, emails or chats
  • First line of escalation for customer questions or concerns
  • Monitoring associate adherence to break and lunch schedules
  • Monitoring associate adherence to overall schedule, and login/logout time
  • Reviewing call quality details with associate engaging with associate to develop plans to improve overall results
  • Reviewing associate call statistics, to make recommendations for remedial action or positive reinforcement to Supervisor
  • Handling special projects as assigned by direct supervisor, Senior manager or department Director 

Knowledge, Skills and Abilities:

  • Expert working knowledge of contact center policies and procedures across all channels of communication
  • Excellent communication skills
  • Ability to provide feedback and coach others without direct authority to improve their performance
  • Able to efficiently and effectively handle all types of customer concerns
  • Passion for serving customers demonstrated by customer complimentary calls and emails
  • Demonstrated level of engagement is considered a role model for others
  • Able to work independently with minimal supervision
  • Has a high degree of creativity to solve complex problems 

 Requirements:

  • Minimum of 4 years of experience in a customer service related field
  • High school diploma or equivalent
  • College is preferred
  • Highly dependable and reliable no attendance occurrences, minimal call outs 
  • This hours for this posirion are 12:30 PM to 9:00 PM.

Complexity of Work:  The ideal candidate will be deadline focused, detail oriented, well organized and self-motivated along with the ability to juggle multiple projects simultaneously and manage time efficiently.

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