Shelter is looking to solve the problem of maintaining high-quality customer service skills and procedural adherence in its call center
Requirements
- Advanced expertise in the CSR role
- Thorough knowledge of company product information, processes and procedures
- Ability to obtain and maintain a P&C producer's license
- Thorough knowledge of CSR competencies and associated proficiency levels
- Intermediate level computer skills required with proven adaptability to new programs and systems
- Sound judgement and decision-making skills required to lead quality calibration sessions
- Preferred 1-2 years related call center experience and/or customer service experience
Responsibilities
- Design and maintain the Quality Assurance and Training Program for the call center
- Audit and assess the customer service skills and procedural adherence of new and existing Customer Services employees
- Evaluate recorded and live calls, provide written feedback and conduct one-on-one coaching sessions with employees
- Train all new and existing Customer Service employees by presenting training in a way that engages and motivates employees
- Work closely with management, and other departments to ensure training curriculum is up-to-date and effective
- Lead quality calibration sessions
- Develop interactive learning solutions
Other
- Must demonstrate excellent verbal and written communication skills
- Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure, team environment
- Strong active listening skills, particularly attention to detail, patience, and objectivity
- Ability to perform the essential functions of the position, with or without reasonable accommodation
- Preferred 1-2 years related call center experience and/or customer service experience
