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Position Overview
Provide support to entire field of kiosks through CRM tools via phone, email, and portal. The MS Supervisor fields and resolves escalated issues. They are responsible for critical decision making to ensure for technical/customer satisfaction and supports other Support Services teams within Operations. In addition, the MS Supervisor monitors queues and mentors their agents.
Key Responsibilities
Coach and provide feedback for agent improvement
Hire, train, monitor, coach, and motivate agents
Ensure the team achieves all company goals and service levels
Identify key areas of improvement in staffing and processes
Must be available to work nights, weekends and holidays as department provides 16 hours a day, 7 days a week support
Education & Experience
High school diploma or GED required; additional technical certification required
3 years of customer service experience to include help desk or technical support experience required
1 years experience in management role
Experience with CRM software and technical documentation preferred
Knowledge, Skills & Abilities
Ability to motivate, support, coach and develop multiple agents
Provides feedback on team performance to management
Improves processes and compose process documents.
Multitasks, and works closely with other departments to improve customer experience
Compensation range: $29.14/hr - $35.62/hr
Other
Durable Manufacturing
$56k-71k (estimate)
03/11/2024
05/12/2024
ecoatm.com
MARIETTA, GA
200 - 500
2008
Private
$50M - $200M
Durable Manufacturing
ecoATM is a California-based company that provides smartphone re-commerce and related solutions for the commercial market.