Genie
Customer Service Lead (Administrative)
www.geniecompany.com
Duties and responsibilities:
Develops and implements the team schedule to ensure maximum coverage to support Genie's dealer base. Monitors and documents exception for each team member
Monitors KPIs and other key call metrics of all agents to support Genie's strategic initiatives
Provides coaching and positive motivation to CSRs
Monitors order management and order processing, including errors of all agents
Oversees returns processing and completion
Handles complaint and compliment phone calls from dealers regarding CSRs, product or customer service issues
Tracks and Reports CSR issues and provides corrective action
Assists with system testing for upgrades and updates, projects, etc. as needed
Delegates and/or manages special projects
Assists with product and job function training as needed
Administers technical knowledge appraisals
Other items as management deems necessary
Helps with workload of agents as needed
Experience Required:
Minimum 2-3 years Customer Service Experience working in order management
Minimum 3-5 years experience in a call center environment
Experience with Oracle, EBS
Experience with Oracle CX
Experience with Chat function in a call center system
Efficient at multi-tasking and delegating duties
Proficient in Office, Excel, Powerpoint and Word
Experience managing employees successfully
Problem solving and strong communication a must