SUPPORT, PROCEDURES & DEPARTMENT SPECIALIST - ROCC #101-06A (101-06A)

Description


The Retail Operations/Customer Service Center, located in Northwest Phoenix, AZ., has openings for Support, Procedures & Department Specialist, Business Process. These individuals will be responsible for providing relevant information to the Contact Centers.

Key Responsibilities include, but are not limited to:


Development and documentation of the correct procedures for internal and external customers, updating and maintaining definition packets for all business lines.
Point of contact for backstage personnel. Receive information from various departments and decide how that information will be conveyed to the customer service center.
Research and update the content on the knowledge base.
Create templates and scripts for customer service representatives.
Produce quality assurance and training reports on a weekly, monthly, and quarterly basis.
Record, listen and score incoming calls for monitoring and quality assurance.
Monitor quality assurance of emails through the eGain system.
Provide coaching and development to customer service representatives.
Conduct interviews for customer service representatives.
Develop curriculum for ongoing classes and facilitate training modules monthly.
Handle other projects as assigned.

 Required Skills


Qualifications: The following are preferred or desired unless specifically stated:


Two or more years of college in Business or related field.
Demonstrated commitment to providing superior customer service.
One or more years of call center experience.
One or more years experience in a leadership role.
Two or more years of retail experience.
Excellent inter-personal skills.
PC literate in Microsoft Office software applications and working knowledge of Internet and web browser applications.
Excellent oral and written communication skills.
Able to work under pressure in a fast paced environment.
Detail oriented with a high degree of accuracy.
Flexibility regarding work hours required.