Job Description

This is an Exempt position. Definition and Examples of Work Supervise and coordinate activities of the Customer Service Team Leads and Representatives at their location. Coordinate with the Workforce Scheduler to devise work schedules according to workloads and make staffing level recommendations to Customer Service Manager. Work directly with customers in a variety of communication methods to resolve complaints or billing errors, especially in escalated situations. Monitor calls and work performance of Customer Service Team Leads and Representatives. Coach and develop Customer Service staff for consistent, ever-improving service. Working closely with trainers to make recommendations on customer service training procedures. Assist with all hiring within the Customer Service Center. Additional duties may be assigned as business needs require. Latitude and Impact of Position This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. The position delegates to others, provides coaching and training in a formal/informal manner, and is responsible for providing performance feedback. Negotiation and persuasion is used with internal/external customers. Decision making is typically done in conjunction with others and independently in regard to decisions affecting the individual tasks within the CSC. Successful completion of job tasks impacts customer satisfaction, management decisions, processes and procedures, policies, utilization of labor, material or equipment and external company image. Work Environment The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primarily works in office environment while using computers and related peripherals and other office equipment. QUALIFICATION Required Knowledge, Skills and Abilities Good listening skills and the ability to process information quickly to make recommendations or solve problems. Ability to build relationships with and lead, motivate, develop and coach employees. Ability to work under pressure and be accountable for the performance of others. Confidence in decision-making and problem-solving abilities. Ability to empathize with a customer's experience while providing clear resolution. Ability to consistently apply good judgment in all professional settings. Strong attention to detail. Must maintain privacy of customer information according to KTA guidelines. Ability to type 30 words per minute and use 10-key to the touch using computerized office equipment. Professional and collaborative attitude. Clear written and verbal communication. Knowledge of Microsoft Windows operating systems and associated computer programs and processes. Understanding of appropriate workflow for issues and conflict resolution. Ability to retain information while performing transactions without writing them down, e.g., credit card numbers. Preferred Knowledge, Skills and Abilities Knowledge of an automatic call distribution phone system. Bi-lingual (Spanish/English) Call center supervisory experience. Knowledge of video software. Required Education and Experience High school diploma or equivalent. Two years of customer service experience. Two years of supervisory experience. Certification, License, Registration Valid driver's license. Physical requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to sit (or stand) for long periods of time (continuous) Occasional bending, twisting or turning within work area. Must be able to see up close to be able to visualize computer screen (continuous) Must be able to hear the customer, including assessing their tone/demeanor (continuous) Must be able to verbally and audibly communicate with others (continuous) Continuous use of hands to touch, handle or feel. Other Requirements Due to the demands of this position, outstanding attendance is required. Occasional overtime may be required to meet the needs of customers. Must pass a background check. Must pass a credit check. Work schedules may be adjusted to meet customer service demands, including extended hours or Saturday work. Infrequent day or overnight travel to other locations along the Turnpike.

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