Job at a glance
High School diploma or GED required; Any college is a plus. Must be 18 years of age or older. 5 year of customer service experience. Schedule will include weekends and holidays. Peak season overtime will be required. Strong communication skills, both written and verbal, with the ability to communicate clearly and professionally. Advanced problem-solving skills to identify and resolve customer issues quickly and effectively.
Strong computer skills, including proficiency in MS Word, Outlook, Excel, and PowerPoint. Ability to maintain professionalism and empathy, ensuring customer satisfaction in all interactions. Proven experience in guiding, motivating, and developing team members to achieve performance goals. Ability to handle escalated customer situations with diplomacy and professionalism. Analytical skills to assess customer data and escalated cases, identify root causes, and implement improvements.
Experience in building partnerships with other departments and gaining a deep understanding of department operations. Ability to identify inefficiencies and lead initiatives to streamline operations and improve performance. Detail-oriented with accuracy in analyzing data, resolving issues, and following through on resolutions. Ability to adapt to changing priorities and customer needs in a dynamic, fast-paced environment.
Experience in conducting training sessions, workshops, and coaching to improve agent performance. Self-motivated with a strong desire to continuously improve operations and drive success.