Note: We are mostly hiring outside of the US, paying $1,700-$2,500/month depending on experience.
About You;
You are a reliable, self-motivated person with a passion for customer service. You are cool under pressure and excellent at establishing rapport quickly, over the phone, with (mostly) senior citizens.
You are looking to join the Community Phone Family with many opportunities for advancement as you prove yourself. You are excited about working at a high-growth startup, where things can (and do) change quickly, and you must adapt.
You are observant and detail-oriented. You have strong written and verbal communication skills.
You are quick on your feet and lead from the trenches. You are a leader, but love being part of a team.
People who know you would say you are obsessed “with finding a better way”. You constantly strive to maximize efficiency and improve the customer experience. You operate with a “we are the they” mentality and are always willing to lend a hand.
Qualifications;
- 5+ years’ experience in Customer Support, ideally in technical support
- 2+ years of experience managing a customer-facing team preferred
- Demonstrate excellent customer service contact skills through oral
- and written communication
- Effective multi-tasking with the ability to follow up
- Ability to prioritize, execute and meet deadlines
- Personable and motivational personality
- Zendesk experience preferred
- Chargebee experience preferred
What you’ll be responsible for:
- Managing the ticket desk queues and scheduling the ticket
- assignments
- Managing the call queues, wait times, and call back response times
- Managing and monitoring the agent KPIs: ASA, AHT, and ACW
- Serve as the subject matter expert
- Analyze call, ticket, and chat data and prepare reports as requested
- Employee Scheduling
- Provide performance feedback and performance evaluations routinely
- Maintaining and adjusting agent training to exceed customer
- expectations to maximize FCR
- Handle customer escalations
- Enforcing, maintaining, and improving SOPs
- Ongoing agent coaching
- Managing upselling quotas
- Collaborate to proactively meet SLAs
- Maintain employee engagement
- Works closely with the director to ensure a high level of quality and
- service is maintained
- Other duties as assigned
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