COORDINATOR - CSR
Description:
Job Description
May include;
Team lead for Customer Services Representatives by assisting the Branch Manager with training, reporting.
Work with the 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.
Assists manager to fill open positions in department, review resumes and interview potential candidates.
Coach & train employees when needed.
Participates and/or leads improvement efforts.
Captures & compiles data relating to department
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
Other duties as assigned
Experience with performance metrics, process improvement, and policy enforcement
Ability to handle changing priorities and use good judgment in stressful situations
Conflict resolution
Productive Relationship Management
Experience with training methods
Excellent verbal and written communication skills.
Working knowledge of Microsoft Office suite.
In Addition - Provide leadership, training and guidance among the CSRs and clerks at the branch in order to provide exceptional customer service and safe work practices. This includes working closely with the Branch Manager to ensure the branch store meets new business plans, processes are followed including sales, warranties, shipping, and housekeeping.