Overall Job Summary

This position is responsible for supporting the operations of the Customer Solutions Center which includes administering the quality program, department communication, managing the CSC escalations and supporting the center where needed.

Essential Duties and Responsibilities (Min 5%)

• Quality Observations:
  • Conduct observations including call, ticket, chat, and email observations. 
  • Support our quality process for the Customer Solutions Center in order to increase customer service and satisfaction and Team Member productivity and efficiency. Establish quality process and maintain observation database.
  • Provide feedback and coaching for Team Members based on observation results. 
  • Conduct Quality calibration meetings with Leadership Team. 
  • Run reports and provide analysis on trends impacting Customer Experience.
  • Perform ticket follow up to identify training opportunities. 
  • Identify Department trends.
• Escalation Specialist
  • Responsible for overseeing all high level escalations and provides recaps including Executive escalations and other high profile escalations 
  • Weekly captures escalation data, compliles the data, and shares data with Leadership across the organization 
• Communications
  • Develop and diseeminate CSC department communications utilizing company tools
  • Partner with leadership and operations to identify areas of opportunity to provide updates and process changes impacting the CSC.
  • Utilize available measurement tools to determine success with communications
  • Support CSC meetings with coordination, materials and production.

Required Qualifications

Experience: 4 years experience in a call center .

Education: Bachelor’s degree from an accredited college or university preferred. Any suitable combination of education and experience will be considered.

Preferred knowledge, skills or abilities

• Retail experience preferred.
• Microsoft Office Suite Proficiency
• Detail and deadline oriented
• Must be able to multitask and have effective communication skills (verbal and written)

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.