Job Description - Contact Center Coordinator This key position manages a team of subordinates and is responsible for the overall performance of the employees within the Center as well as implementing and managing key objectives. Essential Duties and Responsibilities Required to manage complex and sensitive concerns professionally. Supervise daily Contact Center functions, including inbound/outbound calls, e-mail, and mail services. Assist in the development and implementation of processes, programs and incentives to foster team member growth and development. Coach, counsel and take any necessary corrective actions for behavior or performance not meeting standards. Assign and manage coaching, training and orientation sessions as necessary. Monitor individual, team and contact Center results to identify and act on both positive and negative performance trends to insure attainment of departmental goals and performance targets. Complete administrative duties as necessary, including, but not limited to, posting and tracking of attendance records, approving payroll records, facilitation of Contact Center vacation schedule and preparation in change of status notices as appropriate. Communication and follow-up to insure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions. Assist in effectively managing customer contacts as necessary during peak call load hours. Assist representatives with difficult calls, taking referred calls from customers. Participate in the recruitment and selection process for Customer Service. Manage varying workload and assigned duties. Knowledge, Skills and Abilities Minimum of 5 years management experience Computer skills Microsoft Word, Excel, Outlook and PowerPoint Above average leadership abilities Above average verbal and written communication skills Strong coaching, developmental and motivational skills Ability to work independently as well as with others Oriented to serving the customer Problem solving skills Ability to maintain a positive attitude Ability to take ownership, accept feedback and act upon direction Multi-task oriented Gardening knowledge helpful Works closely with the Global Contact Center Manager Competencies Oral Communication Skills - Rate and clarity of speech, tone and inflection and grammar Written Communications - Spelling Skills, grammar and legible handwriting PC Skills - experience with Microsoft Word, Excel, Outlook, Access and Workforce Management software Composure - Ability to work in high paced environment and ability to deal with upset customers Adaptability - Ability to handle change in routine or workload, available to accommodate flexible hours and environment Exhibits - Ideal Team Player core values of humble, hungry, and smart
Customer Sales and Service representatives provide front line sales and service to customers via inbound telephone calls. These agents are responsible for maintaining high standards of performance, sales, and service levels. Essential Duties and Responsibilities: - Ability to handle inbound customer sales and service telephone calls. - Ability to work in a fast-paced, multi-skill work environment. - Ability to process continual workload for extended periods in assigned area. - Ability to provide a consistently high level of quality customer service. - Ability to process customer sales orders. - Ability to maximize sales opportunities by offering customer upsells - Timeliness and ability to adhere to assigned schedule segments. - Ability to meet and sustain minimum performance, attendance, and behavioral standards. - Ability to navigate, lookup, and enter orders into the customer order entry system (via computer). - Ability to remain current with new customer sales and service procedures. - Ability to work flexible hours / overtime as required (including weekends). - Ability to perform other duties such as outbound telephone, inbound email and white-mail services (when/if assigned). - Respond to customer inquires through inbound eMail contact from current and prospective customers. Knowledge, Skills and Abilities: - Graduate or Non-Graduate with very good english speaking skills - Minimum of 25 words per minute typing speed - Oral Communication Skills Rate and clarity of speech, tone and inflection and grammar - Written Communications Spelling Skills, grammar and legible handwriting - PC Skills Prior experience with computers and/or data entry - Composure Ability to work in high paced environment and competently service customers - Adaptability Ability to handle change in routine or work rules and available to accommodate flexible work hours - Customer Focus Oriented to serving the customer - Ability to work independently as well as being a team player - Multi-task oriented - Sales Skills Prior experience preferred - Problem Solving Skills - Positive attitude