Customer Service Coach (Knoxville, TN)
Company Name:
U.S. Cellular
Title: Customer Service Coach (Knoxville, TN)
Location: Tennessee-KNOXVILLE_TN
Job Number: CUS000714
This position is responsible for effectively leading - supervising, coaching and mentoring a team of associates who are responsible for delivering superior customer service while handling a large volume of inbound phone calls regarding wireless products and services. Accountable for promoting high levels of customer service excellence while achieving identified service-level goals and working within the framework of the values, behaviors and expectations of the Dynamic Organization.
Understands, practices and exemplifies the values and behaviors of the Dynamic Organization.
Supervises, monitors and trains staff in both inbound and outbound calling activities.
Performs full scope of talent management and development activities, including all aspects of the performance management process, performance and behavior assessment, feedback, coaching, career planning and guidance, corrective action and training.
Monitors daily team and queue performance, understands the impacts to the business and takes appropriate action.
Troubleshoots appropriate level of wireless technical issues and is able to teach a team to do the same.
Resolves and/or addresses more complex customer issues or questions, which includes taking escalated calls from customers/associates.
Assists in establishing standards for quality and performance and monitors these. Recommending and implementing changes when necessary.
Takes initiative, participating in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry.
Analyzes information to develop projects and plans to accommodate future growth.
Interprets data analysis including statistics and trends for the team's performance.
Communicates, interprets and ensures compliance with USCC policies, procedures and goals as they apply to area of supervision.
Assists in other tasks or projects as assigned.
Qualifications:
High school diploma or state equivalency certification required; college degree preferred.
Wireless experience preferred.
Four years of customer service experience with two years of leadership experience preferred.
Experience or demonstrated ability to explain, troubleshoot and resolve basic technical devices and issues.
Experience in a high volume call center environment preferred.
Experience with Windows based PCs, including general office software knowledge required.
Experience with wireless products and services such as: wireless modem Smartphone Operating Systems: BlackBerry /RIM, Windows Mobile and Android, tethered data connections, PDAs (Palm, Pocket PC and IPAQ), telemetry solutions, Brew applications, and MMS/SMS messaging, preferred.
Must demonstrate excellent written and verbal communication skills.
Must be available to work varying shifts.
Job: Customer ServiceEstimated Salary: $20 to $28 per hour based on qualifications.
U.S. Cellular
Title: Customer Service Coach (Knoxville, TN)
Location: Tennessee-KNOXVILLE_TN
Job Number: CUS000714
This position is responsible for effectively leading - supervising, coaching and mentoring a team of associates who are responsible for delivering superior customer service while handling a large volume of inbound phone calls regarding wireless products and services. Accountable for promoting high levels of customer service excellence while achieving identified service-level goals and working within the framework of the values, behaviors and expectations of the Dynamic Organization.
Understands, practices and exemplifies the values and behaviors of the Dynamic Organization.
Supervises, monitors and trains staff in both inbound and outbound calling activities.
Performs full scope of talent management and development activities, including all aspects of the performance management process, performance and behavior assessment, feedback, coaching, career planning and guidance, corrective action and training.
Monitors daily team and queue performance, understands the impacts to the business and takes appropriate action.
Troubleshoots appropriate level of wireless technical issues and is able to teach a team to do the same.
Resolves and/or addresses more complex customer issues or questions, which includes taking escalated calls from customers/associates.
Assists in establishing standards for quality and performance and monitors these. Recommending and implementing changes when necessary.
Takes initiative, participating in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry.
Analyzes information to develop projects and plans to accommodate future growth.
Interprets data analysis including statistics and trends for the team's performance.
Communicates, interprets and ensures compliance with USCC policies, procedures and goals as they apply to area of supervision.
Assists in other tasks or projects as assigned.
Qualifications:
High school diploma or state equivalency certification required; college degree preferred.
Wireless experience preferred.
Four years of customer service experience with two years of leadership experience preferred.
Experience or demonstrated ability to explain, troubleshoot and resolve basic technical devices and issues.
Experience in a high volume call center environment preferred.
Experience with Windows based PCs, including general office software knowledge required.
Experience with wireless products and services such as: wireless modem Smartphone Operating Systems: BlackBerry /RIM, Windows Mobile and Android, tethered data connections, PDAs (Palm, Pocket PC and IPAQ), telemetry solutions, Brew applications, and MMS/SMS messaging, preferred.
Must demonstrate excellent written and verbal communication skills.
Must be available to work varying shifts.
Job: Customer ServiceEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
