Job Responsibilities Include

• Support Customer Service Supervisors and Manager.
• Guide and support call center agents, real-time
• Manage and monitor email escalations. Investigate and resolve service issues and complaints.
• Manage Customer Service Lobby tile, resolving specific issues with work order creation.
• Preform daily call scrubs to ensure all available work orders can be dispatched.
• Engage on our Customer Service Team Chats and provide timely responses to agent’s needs.
• Assist with daily work force scheduling issues, vacation schedule coverage, and call offs to ensure Smart Care objectives are covered, as needed.
• Provide team members guidance and support by assisting and answering questions via email, Teams call, Teams Chat or Teams post in one of our customer service channels.
• Monitor Phone queue real-time. Keep agents aware of inbound calls, calls waiting etc.
• Monitor, Idle Resolution and Business Transfer queues via eGain software.
• Live monitoring of phone calls.
• Identifies the potential in an individual and aligns development activities to their abilities and talents.
• Work with management on refining and scheduling appropriate training sessions.
• Motivate and encourage agents through positive communication and feedback.
• Knowledge of all the Smart Care Companies and the sectors and equipment each one services.
• Mentor new agents.
• Ability to learn and utilize multiple operating systems.
• Preform reviews and evaluate customer agent email and phone calls.

Basic Qualifications

Must meet one of the following :

• Associate degree and two years of people management experience.
• A combination of Smart Care experience, people management or education experience equivalent to a bachelor’s degree (1.

5 years’ experience 1-year post-secondary education).

Must be proficient in multiple Microsoft programs, CRM systems.

Must have the following :

• Must have a valid driver’s license and acceptable Motor Vehicle Record
• Must be able to read and write in English.

Preferred Qualifications

Commercial kitchen equipment repair, hospitality / hotel, restaurant, or business service industry experience preferred.

Prior experience monitoring / assessing performance of yourself, other individuals, and organizations to make improvements or take corrective action.

Proven record of meeting customer needs, quality service delivery, meeting business objectives, and the ability to lead a field service team.

Good decision-making & problem-solving skills when handling challenging situations in a fast- paced environment.

Last updated : 2024-04-30