COORDINATOR - CSR

Job Description

May include, in addition to;

Team lead for Customer Services Representatives (CSRs) by assisting the Branch Manager with training and reporting.

Work with the Branch Manager (BM) to ensure delegated work flow to CSR’s is achieved.

Provide feedback to Customer Service employees on performance under direction with the BM.

Provide motivation to staff on giving excellent customer service to our customers.

Coach & train employees as needed.

Capture, compile and analyze data relating to department /customer service activities.

Participate and/or lead process improvement efforts.

Assists manager to fill open positions in department, review resumes and interview potential candidates.

Participate in additional projects to support ongoing business needs.

Nature & Scope:

May provide direction amongst Customer Service Representatives

Ensure all employees are following work processes/procedures and take the required training

Assist Branch Manager with branch operations and other duties as assigned

Support sales teams and inside account representatives as well as all branches if needed

Knowledge & Skills:

Experience with performance metrics, process improvement, and policy enforcement

Superior Customer Service skills

Effective conflict resolution skills and maintain professionalism, poise during stressful situations

Productive Relationship Management Skills

Experience with training methods

Excellent verbal and written communication skills including listening skills.

Working knowledge of Microsoft Office – Outlook, Word, Excel

Strong analytical, data analysis and problem solving skills

Effective organizational and time management skills; ability to handle changing priorities

Ability to apply good judgement, strong work ethics and integrity on the job.

Experience:

5 plus years of supplying superior customer service experience

CSR supervisory/lead experience preferred

Education:

High School diploma or GED equivalent minimum. College preferred.

Physical Requirements/Work Environment:

Must be able to perform essential responsibilities with or without reasonable accommodations.Includes standing, walking, working at desk and at store customer counter

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.