PRINCIPAL DUTIES AND RESPONSIBILITIES:
1) Coach and develop customer service representatives to achieve team goals that support business strategies and objectives. Responsible for monitoring employee performance using approved quality processes. Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
2) Responsible for clearly communicating client and HGS expectations on an individual and team basis. Ensure production, quality levels and results meet and exceed client expectations.
3) Provide operational expertise in achieving business goals by effectively analyzing and acting on reported data.
4) Develop daily and weekly action Plans to address individual performance in relationship to team performance.
5) Responsible for handling escalated and non-resolved customer calls, emails and social media inquiries.
6) Participate in cross-functional activities and communications to further HGS’s success.
7) Responsible for communicating by personal example and ongoing dialogue compliance to HGS policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.
8) Monitors and audits work produced by others relative to email correspondence and social media support of clients, providing coaching and direction as needed to resolve quality issues.
9) Creates templates according to current trends.
10) Listening, monitoring, responding, and engaging with customers within an established timeframe set by the client.
11) Teaches brand advocacy for the world’s largest retailer across multiple social media platforms, engage social media conversations and answer questions where appropriate.
12) Identifies trends happening on multiple social media platforms as well as communicating potential PR crises, threats or opportunities and notifying HGS leadership immediately.
13) Addresses escalated inquiries and creating cases for the customer resolutions team while communicating with HGS leadership regarding customer identified issues.
14) Conducts monthly, weekly, daily quality audits along with reporting and insights.
15) Build review decks and strategy outlines to improve the process.
16) Compliance for action-based outcomes on policies to improve performances.
17) Works on plans aligned to continuous improvement approach.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- Flexible schedule
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Weekends as needed
Work Location: Remote