Customer Service is the heartbeat of our company. We depend on our Customer Service employees to serve our customers and fulfill our promise of deliverability. We are seeking customer support professionals who are energetic, creative and looking for a company where they can grow, develop and make an impact on the lives of others. The ideal candidate will be comfortable using and teaching technology to others; will have great communication skills; and be excited to be part of a growing team.

Position Responsibilities

• Coach and develop Customer Service Representatives in all areas of performance including metrics and behaviors.

• Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.

• Evaluate quality, track results and provide coaching for increased success.

• Meet learning, development and personal growth objectives to provide a superior customer experience.

• Ability to maintain a positive outlook and lead teams through change

• Has the ability to perform as a leader

• Applies expertise and judgement to reach good decisions

• Approaches work with a continuous improvement mindset

• Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.

• Complete performance reviews and assist with interviewing process for new Customer Service hires.

• Train reps to understand policies, procedures and products.

• Communicate policy updates and Textdrip updates/information through team meetings and one-on-one sessions.

• Document coaching and development sessions.

• Handle escalated customer issues and provide weekly function support for customer interactions.

Minimum Requirements

• High School diploma or equivalent required.

• 3 years customer service experience.

• 2 years of experience in a leadership / supervisory role preferred.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Evening shift
• Weekends as needed

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Location:

• Holly, MI (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: Remote