Supervisor, Customer Service​/HelpDesk, Customer Service Rep

Job Description

Duties and Responsibilities

• Identify, Prioritize and Coach agent development areas.
• Directly manage team of 10 or more agents.
• Documents account resolutions, issues, and general notes.
• Assists agents with functionality and basic troubleshooting of product or account issues for the customers.
• Maintains target levels of performance required by the client.
• Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Helps maintain a good team and working environment.
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertakes duties of a general nature or additional tasks as business requires from time to time.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.

• Experience as a Mentor.
• Must have PERFECT ATTENDANCE for the LAST 30 DAYS.
• Proficient knowledge of inbound contact center environment.
• Must have excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Must possess solid verbal and written communication skills.
• Must be able to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
• Must be able to accommodate a flexible schedule.
• Must have analytical and troubleshooting expertise.
• Resume of readiness updated.
• Have great Positive Attitude
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation and de‑scalation skills needed.

Frequent:
Bending/stooping, reaching, lifting, carrying, repetitive motions, sitting, standing, walking
Occasional:
Kneeling, pushing/pulling

The Results Companies is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by applicable law.