Customer Service Agent

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Job ID#: 22642

HIGH VOLUME CALL CENTER

Customer Service Agent Needed ASAP 

Temp/Contract to hire 

Montrose location 

In office role  

19-$20 hourly 

***Work 1 Saturday every 2 months from 8am-12.

Job Summary 

Ensure Customer Service delivers on company mission to create an unparalleled customer experience through oversight of daily operations and execution of priority initiatives.  Serves as a voice of the customer to support leadership decisions. Responsible for promoting company standards by engaging others to drive customer loyalty. 

Essential Duties and Responsibilities 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. 

• Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals. 

• Directs customer service team toward achievement of operational goals. 

• Organizes and schedules all necessary resources required to accomplish activities. 

• Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions. 

• Hires and provides training for new and/or less experienced customer service staff. 

• Investigates and researches escalated customer service inquiries. 

• Reinforces a customer centric, continuous improvement culture. 

• Sets, tracks, and reports on department and individual goals focused on customer experience and efficiency. 

• Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures. 

• Compiles all customer service data requirements into reports, and analyzes results. 

• Develops, implements, and maintains processes, procedures, and programs to improve customer service both within the customer service and in partnership with other departments. 

• Identifies and advocates for improvement opportunities both within customer service and across departments. 

• Partners with leads in other departments to execute initiatives and drive organizational change. 

• Serves as a voice of the customer to support leadership decisions. 

• Reports regularly on key customer service metrics and initiatives. 

• Proactively communicates when there is an opportunity to improve customer service. 

• Provides feedback on broader organizational initiatives based on customer insights. 

• Responsible for promoting company standards by engaging employees to drive customer loyalty. 

Education and Experience 

• Education: High school diploma or G.E.D. (accredited). 

• Experience: Four (4) years of previous work experience (in addition to education requirement). Heavy call center needed!!!

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