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- Please go to www.communityphone.org\/ and send a 30-second screencast describing what we do. Go to www.loom.com\/ to download free software to capture your voice, video, and screen, and then send the Loom link of your screencast with your application.<\/li>\n
- Please read through the paragraphs at the website (takes 5 minutes) https:\/\/www.joshua.energy\/enneagram and include your results (your type; eg. type 1, type 2, etc.) in your application.<\/li>\n
- Please write about a time when you made a subtle change within your team that had a large impact on the agent\u2019s KPIs.<\/li>\n<\/ul>\n
About You:<\/strong><\/p>\n
You are a reliable, self-motivated person with a passion for customer service. You are cool under pressure and excellent at establishing rapport quickly, over the phone, with (mostly) senior citizens.<\/p>\n
You are looking to join the Community Phone Family with many opportunities for advancement as you prove yourself. You are excited about working at a high-growth startup, where things can (and do) change quickly, and you must adapt.<\/p>\n
You are observant and detail-oriented. You have strong written and verbal communication skills.<\/p>\n
You are quick on your feet and lead from the trenches. You are a leader, but love being part of a team.<\/p>\n
People who know you would say you are obsessed \u201cwith finding a better way\u201d. You constantly strive to maximize efficiency and improve the customer experience. You operate with a \u201cwe are the they\u201d mentality and are always willing to lend a hand.<\/p>\n
Qualifications<\/strong>:<\/p>\n
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- 5+ years\u2019 experience in Customer Support, ideally in technical support<\/li>\n
- 2+ years of experience managing a customer-facing team preferred<\/li>\n
- Demonstrate excellent customer service contact skills through oral and written communication<\/li>\n
- Effective multi-tasking with the ability to follow up<\/li>\n
- Ability to prioritize, execute and meet deadlines<\/li>\n
- Personable and motivational personality<\/li>\n
- Zendesk experience preferred<\/li>\n
- Chargebee experience preferred<\/li>\n<\/ul>\n
What you\u2019ll be responsible for:<\/strong><\/p>\n
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- Managing the ticket desk queues and scheduling the ticket assignments<\/li>\n
- Managing the call queues, wait times, and call back response times<\/li>\n
- Managing and monitoring the agent KPIs: ASA, AHT, and ACW<\/li>\n
- Serve as the subject matter expert<\/li>\n
- Analyze call, ticket, and chat data and prepare reports as requested<\/li>\n
- Employee Scheduling<\/li>\n
- Provide performance feedback and performance evaluations routinely<\/li>\n
- Maintaining and adjusting agent training to exceed customer expectations to maximize FCR<\/li>\n
- Handle customer escalations<\/li>\n
- Enforcing, maintaining, and improving SOPs<\/li>\n
- Ongoing agent coaching<\/li>\n
- Managing upselling quotas<\/li>\n
- Collaborate to proactively meet SLAs<\/li>\n
- Maintain employee engagement<\/li>\n
- Works closely with the director to ensure a high level of quality and service is maintained<\/li>\n
- Other duties as assigned<\/li>\n<\/ul>\n
Shifts<\/strong>:<\/p>\n
\u2013 We offer shifts from 40 hours a week, and we are currently open from 10 am Eastern Time to 7:00 pm Eastern Time, Monday through Sunday. NOTE: This will be expanding from 9 am Eastern Time to 9 pm Eastern Time in the future.<\/p>\n
Customer Support Leader ID-4150<\/strong><\/h3>\n
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