Job Details
*If you read through this description and feel passionate that you're right for this role, please do not hesitate to email me directly (...@talericogroup.com) to share why I should hire you. Your email WILL be read by an actual human!
Job Summary
Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within a call center environment.
Job Duties
Customer Service & Dispatch Team Management
- Post Job Openings, Conduct Interviews & Hire Candidates that are Approved by Leadership Team
- Perform New Hire Employee Customer Training & Continuing Education of Current Office Staff
- Responsible for Daily Support & Management of Customer Facing Office Staff Team Members
- Oversee Daily Field Service Schedule with Dispatch & Field Service Teams
- Manage the Overall Customer Experience and Lead by Example
- Create a fun and challenging environment
- Develop and provide a coaching program to uniform and improve CSR performances
- Process Daily and/or Weekly Reports to Identify Gaps in the Business and review with senior leadership
- Share Detailed Information to Leadership Team for Analysis and Provide Solutions
- Focus on the Overall Successful Health of the Business
- Provide weekly/monthly breakdowns on call reporting, booking efficiencies, and find areas for improvement
Customer Support of Key Accounts
- Complex and Unique Customer Management and Support
- Exceed 5 Star Customer Expectations by Utilizing the Teams & Providing Direct Interaction with Clients
- Ensure a Positive Online Rating & Customer Surveys while handling customer complaints/issues in a timely follow through fashion.
Sales & Marketing Support
- Assist in Sales and Marketing Campaigns
- Provide monthly breakdown and reporting of campaigns to revenue generated
Physical Requirements
- Must be able to sit for long periods of time
- Must be able to work varying shifts including days, nights, and weekends
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
PLEASE NOTE: This role will be reporting into the office daily in Pleasant Hills, PA and must be located proximate to this address - 91 Terence Dr., Pittsburgh, PA 15236