Full set of working responsibilities
POSITION Outline
The Client care Boss will work in arrangement with the division chief to cultivate a climate of Top notch Administration by regulating and surveying staff exercises to accomplish ideal help level targets. This person will be a resource for the department’s training, helping to monitor the department’s daily work and the CSR’s phone calls in general. With an eye toward continuous improvement, the Customer Service Supervisor should be keen on locating performance opportunities and training requirements for all employees. The supervisor will participate in CSR development, training, and hiring.
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- custome
PRINCIPAL DUTIES AND RESPONSIBILITIES In accordance with customer service processes and procedures, evaluates, trains, and supervises CSRs.
Assist the Customer Service Manager in the direction and management of the Customer Service Department.
CRSs can be hired, trained, coached, and led.
Introduce new CSRs to the policies, procedures, and systems.
Monitor call queues in real time to ensure high levels of service and respond to unfavorable call trends.
Maximize desirable ASA trends by keeping an eye on the amount of time CSRs spend offline each hour.
Handle escalating calls and come to reasonable conclusions.
Provide direction, diffuse situations, and handle issues that staff members are unable to address.
Send management weekly reports on customer service metrics that include suggested actions.
Help with payroll and keep track of the schedule and attendance of the customer service team.
Perform quality call audits and provide CSRs with feedback.
Ensure that employees are meeting the requirements for desired service levels, inspire and motivate employees, and initiate performance management steps when necessary.
Improve processes by creating reports by analyzing call center data.
as assigned, completes additional tasks or special projects.
EXPERIENCE AND EDUCATION Three years of supervisory experience in customer service is preferred.
Preferable is a college degree.
Preferably, three years of insurance experience.
Working knowledge of Microsoft Office, including proficiency with pivot tables, charts, and data validation in Microsoft Excel.
Excellent written and verbal communication skills CCaaS experience management skills IVR management skills
customer service representative remote
