Job Description

-Provide outstanding customer service in all customer interactions; actively demonstrating customer service standards so as to provide mentorship and training to other associates -Serve as a mentor and leader for Call Center Actively work to develop a sales culture to improve sales performance of the department -Monitor and mentor all associates making sure standards are being met and assigned tasks are being performed -Handle escalated situations in an effort to satisfy our customers -Assist Call Center Manager with planning for proper staffing levels. Monitor department phone reports to help make staffing level decisions -Schedule proper staffing levels to handle volume of incoming calls. Arrange for associates to go home early if call volume warrant -Communicate needed information on a regular basis to Call Center -Regularly generate/analyze Call Center reporting to identify any improvements that may be required May perform other duties or special projects as assigned