M-F, 9:30AM - 6:30PM
Definition and Examples of Work
Recognize and alert the Customer Service Supervisor of unusual customer
issues and trends in customer calls.
Address and resolve front line questions from CSRs and be able to determine
the necessity of involving the Customer Service Supervisor. Accurately relay
information back to CSRs, through multiple mod
Definition and Examples of Work
Monitor and evaluate the quality of inbound customer communications
throughout contact channels, including phone, email, retail, and chat. Report
team and department evaluations to leadership.
Provide and assess trend analysis across all criteria and channels to
recommend training needs based on results.
Work with training to maintain and update all existing Standard Operating
Procedures (SOP) to include
Definition and Examples of Work
Monitor and evaluate the quality of inbound customer communications
throughout contact channels, including phone, email, retail, and chat. Report
team and department evaluations to leadership.
Provide and assess trend analysis across all criteria and channels to
recommend training needs based on results.
Work with training to maintain and update all existing Standard Operating
Procedures (SOP) to include
Definition and Examples of Work
Monitor and evaluate the quality of inbound customer communications
throughout contact channels, including phone, email, retail, and chat. Report
team and department evaluations to leadership.
Provide and assess trend analysis across all criteria and channels to
recommend training needs based on results.
Work with training to maintain and update all existing Standard Operating
Procedures (SOP) to include
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