- Coach and develop Customer Service Account Specialists through frequent check-ins, consistent communication, and constructive feedback.
- Train and instruct newly hired and existing employees on department operations while demonstrating work procedures and company policies.
- Partner with management on completing and delivering annual performance reviews for Account Specialists.
- Ensure Customer Service Account Specialists are well-prepared to deliver exceptional service by providing training on service delivery and interpersonal communication
- Audit and evaluate calls to ensure department staff are always providing exceptional Customer Service aligned with company policies.
- Work with manager and team Supervisors to design a comprehensive training program.
- Create role playing scenarios that reflect real-world scenarios
- Plan and develop improved processes within the department.
- Responsible for managing key accounts as assigned.
- Make recommendations to management concerning staff and departmental improvements.
- Assist team in prioritizing and creating daily tasks as well as department special projects.
- Oversee Account Specialists management of all assigned accounts.
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks and participating in professional organizations.
- Coordinate quarterly staff meeting agenda to include ice breakers and agent calls for discussion.
- Consistently provide manager with training feedback, updates, and feedback.
- Monitor existing reports to initiate improvements and updates when necessary.
- Review relevant policies and procedures periodically to provide management recommendations for improvement.
- Assist HR and management team in making hiring and termination decisions upon request.
Knowledge and Skills:
- Effective communication (written and verbal) skills
- Proven track record of superior Customer Service alongside excellent judgment and critical decision making
- Proven track record of ability to handle high call volume with excellent performance levels
- Must have the ability to act independently, anticipate customer needs, and analyze & solve problems effectively and efficiently
- Must be proficient in the Microsoft Office Suite with an emphasis on Word, Excel and Access
- Must be proficient in Oracle and Oracle Business Intelligence
- Working knowledge of SAP required
- Sales Force knowledge is preferred
- Ability to plan and manage multiple projects with strong attention to detail
- Strong team player and ability to interact professionally with internal and external customers
- Ability to lead both on-site and remote employees
- Bachelor’s degree highly preferred
- Minimum of 10 years of experience in Customer Service and/or call center environment
- Minimum 5 years of training background
- Experience within the Tire industry with product knowledge preferred
- Must be able to remain in a stationary position, often sitting or standing for prolonged periods of time while working on a computer.
- Ability to repeat motions that include the wrists, hands and/or fingers
- Must be able to occasionally lift and or move up to 20 pounds