Description

Company Overview

At Opus IVS, our mission is to drive advancement in the automotive industry by assisting customers with complex vehicle repairs. Guided by our core values of Customer Focus, Innovation, Collaboration & Teamwork, and a Results-Driven approach, we continually strive to develop advanced technology that empowers us to fulfill our mission. 

Opus IVS technology & products has been a leader in the industry since the late 90’s. Opus IVS offers modern collision shops an integrated platform of leading diagnostics and calibration solutions, anchored by expert technicians and cutting edge, patented technology.

Job Overview 

This position is responsible for managing call center employees to ensure profitability and excellent customer service. 

Responsibilities and Duties 

• Develop, coach, support and evaluate the team
• Provide feedback and coaching timely 
• Evaluate and coach back customer service skills to assure consistent quality 
• Foster/mentor a consistent positive, cooperative, courteous, and professional attitude 
• Create and deliver performance reviews 
• Manage attendance 
• Administer disciplinary action as necessary 
• Recognize and reward excellent team performance 
• Partner with Human Resources to interview prospective new employees 
• Excellent Business Acumen 
• Able to interpret business reports
• Provide oversight, tactical/strategic planning for the call center team as they provide exceptional assistance to the customer/end-user community 
• Daily supervision of call center team and processes, including prioritization, scheduling and escalations 
• Assists North American Call Center Manager with decisions and outcomes for warranty claims 
• Manage customer handling (call flow) processes 
• Partner with the North American Call Center Manager to develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer. 
• Monitor and maintain service levels to ensure CSTs are properly supporting the program 
• Help team members author technical knowledge base articles for use by other support personnel and/or customers 
• Be visible and available on the floor. Interact with the team as much as possible through team meetings, walking the floor, one-on-one meetings, etc. 
• Ensure employees have the necessary training and job aids to perform their job responsibilities 
• Collaborate with engineering, software development and product management, IT to escalate and resolve issues. 
• Assist the North American Call Center Manager by interacting with key external users for feedback to make process improvement / enhancement recommendations 
• Compile monthly reports for management along with daily metrics reporting including complaint/problem frequency. 
• Strive to continuously improve results and customer satisfaction 
• Other duties may be assigned 

Requirements

 Qualifications 

• 5 years of customer service experience 
• Excellent Business Acumen 
• Able to interpret business reports 
• High customer service orientation - excellent judgment in customer interaction and issue resolution 
• Demonstrable understanding of the processes and communications that lead to positive customer experiences 
• A strong sense of urgency is absolutely essential for success 
• Experience with detailed documentation of process and workflow 
• Experience working within an incident/service management or ticket tracking system 
• Proficient knowledge of Microsoft Office Suite and other business-related software including Outlook, Word, and Excel 

WHAT WE OFFER:

• Competitive Pay: We know your value and we’re not afraid to pay for it. We offer a competitive total compensation plan including salary, bonuses, tuition reimbursement, and a match contribution to your 401k.
• Time Off: Besides our competitive paid time off package, employees receive paid holidays and floating holidays.
• Benefits: We offer a comprehensive benefits package, including all the necessities such as medical, dental, and vision. 
• Opportunity: to be a part of a fast-growing company working to make the world safer!

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic protected by state, federal, or local law.

PHYSICAL DEMANDS

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. While performing the duties of the job, the employee is regularly required to use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.