Responsible for operational effectiveness of the Chico Contact Center by providing product, policy and workflow support to Training, SPOCs, Supervisors and Management. Provides escalation support and regular communication to all stakeholders. Partners with internal Operational Support Teams as well as Client POCs to fill knowledge gaps, highlight emerging issues and act as a conduit to reinforce client/vendor expectations. Partners with Operations Supervisors to provide SPOC feedback, including teachable moments in team meetings that improvement the customer experience. Recognized by all stakeholders as a Subject Matter Expert (SME) for their assigned Product. This position will be late swing/graveyard shift to start. This is subject to change.
Gather, track, and report issues (with buganizer, email correspondence, and weekly syncs) to Google POCs so fixes and workarounds that can be implemented.
Support Agents, Supervisors, Management, Quality Assurance, Training, Google POCs, and other PSS teammates in the performance of their jobs, while maintaining a positive and nurturing environment.
Take customer calls, emails, and escalations as needed on a daily basis.
Maintain a high level of knowledge specific to your vertical including product updates, policy changes, current trending issues, and top contact drivers.
Document pertinent information regarding processes, procedures, and policies, to ensure Knowledge Base is up to date with the most accurate information; also responsible for distributing this information to the agents, supervisors, QA, and management.
Craft KB Article updates, suggested workflow improvements and provide to client POC for consideration.
Participate in weekly video syncs with Point of Contacts (POCs) to keep abreast of emerging issues and changes to workflow, and to keep POCs abreast of issues on the floor with providing possible solutions to these issues.
Effectively supports escalations; provides timely, accurate and comprehensive information to internal customers.
Create, write, and edit a weekly newsletter to communicate important information to the floor in a creative and fun manner
Remains visible and approachable to all internal customers.
Effectively handles angry, confused and/or frustrated customers. Defusing the situation and finding resolution to problems.
Maintains tracking tools; updates all records in a timely manner.
Recommends changes as needed in processes, standards, and documentation procedures.
Coordinates procedural and service delivery improvement topics into training, team meetings, round tables, etc.
Openly communicates issues to management, using lines of authority appropriately.
Must easily work in multiple systems at once; expert at navigating tools, websites, etc.
Develops rapport with a variety of people and adjust to their communication style accordingly.
Assists in new hire or recurrent training delivery as required.
Works independently and adapts quickly and resourcefully to changing situations and business needs.
Contributes to team effort by accomplishing related tasks as needed.
Performs special projects and other duties as assigned by management as required.
BUSINESS and OPERATIONAL OBJECTIVES/METRICS
Additional objectives may be used based on the divisional needs or goals.
Business and/or Operational Objectives –PSS will assist achievement for all or a subset of the objectives based on their designated role:
Implementation of Process Improvement
Additional objectives may be used based on divisional needs or goals.
Makes good, timely decisions in defined situations with interdependencies or multiple factors to consider.
Asks questions and collects information to gain an accurate understanding of possible alternatives before making a decision.
Ability to apply situational critical thinking skills to resolve customer complaints quickly and accurately.
Demonstrate strong organizational and priority management skills.
Demonstrate ability to multi-task in a dynamic work environment.
Ability to utilize job aids and reference materials to accurately process customer questions and requests.
Makes decisions within authority and escalates problems that are beyond scope.
Demonstrate strong attention to detail.
One + year experience in a Contact Center specializing in customer service, technical support is required.
Six months as a Chico Contact Center Agent is required
Knowledge of spreadsheets is required.
Must be results-oriented and self-directed.
Quickly identifies and effectively aligns with different communication styles.
Interact in a professional and positive manner in interactions with others and is able to establish rapport quickly.
Displays fluency when using language (both verbal and written); has a solid knowledge of grammar, syntax and style; utilizes appropriate voice tone, speed and intonation.
Listens for meaning, asks probing questions and considers what others have to say.
Regardless of outcome, demonstrates exceptional customer service skills that include (but not limited to): courtesy, personalization, acknowledgement/empathy and flexibility.
Uses good judgment and is candid and direct in interactions.
Effectively delivers bad news, taking ownership of the message and placing it in context while being empathetic.
Able to provide constructive feedback and coaching in a manner that results in improved performance.
Demonstrates a positive attitude and passion for service excellence.
Solid proven understanding of product, policies, procedures and workflows.
Ability to adapt quickly to changes in workflow.
Excellent written, verbal, and customer service skills.
Excellent organizational skills and detail oriented approach to problem solving.
Demonstrated proficiency in multitasking and prioritization.
Clearly demonstrated commitment to quality and customer service.
Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis.
Must be able to work in a fast paced environment handling multiple activities simultaneously.
Must be self-motivated, able to work independently and as a team member.
Ability to exercise judgment and make sound decisions under pressure.
Ability to easily communicate with agents and most levels of management.
Understanding of basic call center metrics, processes, and practices.
Ability to work with others to resolve problems, handle requests or situations.
Strong relationship building skills.
Ability to adapt/openly accept change.
Takes accountability for decisions and actions.
Takes an active role in personal growth and self-development
SPECIAL PHYSICAL REQUIREMENTS
Sitting for extensive periods of time.
Wearing headsets – ability to listen and converse via the phone.
Typing at a minimum of 30 words per minute.