- Overseeing the daily operations of the customer service team, ensuring KPI's and service standards are met.
- Supports the developmental needs of team and coaching, mentoring or craft, coach & deliver training programs.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations & recognizes performance.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction to improve efficiency and enhance customer satisfaction.
- Resolve escalated issues promptly.
- Collaborate with sales, product & marketing departments to address customer feedback and improve processes.
- Prepare reports on team performance.
- Solicits employee feedback and reviews to identify and address employee problems or concerns.
- Assists as needed in the interviewing and hiring of employee team members.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
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