Customer Service Representative Level 1 and Level 2 - #1407454

General Position Description

Under the supervision of the Customer Service Manager, Level 1 and Level 2 employees are responsible for processing inbound and outbound calls to the point of resolution, including Customer Service assistance, inquiries, and complaints. They will provide the highest quality service while ensuring the callers' needs are met.

Customer Service Representatives will focus on meeting monthly goals in NPS, CPE, AHT, and More!

Work Location and Schedule

Location: Grapevine, TX

Work Week: 40+ hours, including weekends. Shift Bids every 3 months.

Job Type: Full-Time Hourly

Responsibilities and Duties

Responsibilities Include, But Are Not Limited To

Level I

• Support Level I (Light Duty).
• When needed White Glove and Member Call back outbound calls.
  
  

Level II

• Support Level I (Light Duty) and Level II (Medium and Heavy Duty).
  
  

All Level I and Level ll

• Provide roadside assistance to customers.
• All duties listed above.
• Troubleshoot and resolve problems encountered by customers.
• Keep current on all benefits/training information.
• Keep current with all company and department policies and procedures.
• Maintain or exceed minimum requirements of the MSR Standards of Measurements.
• Adhere to all company and department policies.
• Log into Network and e-mail; adhere to equipment policies.
• Maintain acceptable performance levels to include attendance, fulfillment, and all other productivity and efficiency targets and objectives.
• Observe safety and ergonomic standards.
• Acknowledge employee birthdays and anniversaries.
• Support your fellow teammates.
• Adhere to our Core Values.
• Other duties as assigned.
  
  

Requirements

• Minimum 6 monthsof Call Center Support experience.
• Excellent Customer Service skills.
• Good verbal/written communication skills.
• Good analytical and problem-solving skills.
• Computer/keyboard experience and internet knowledge.
• Ability to function in a team environment.
• Ability to think outside of the box.
• Mapping with Bing and Google Maps, searching skills.
• Ability to work varied shifts with varied days off, as needed.
• Bilingual- English, French, or Spanish is desirable but not required.
  
  

Education

High School Diploma or Equivalent

Starting Wage

• $16.00 per hr. with pay increases based on completion of training(s), passing all exams, and meeting metrics.
• Moneyball bonuses after training is completed.
• Full-Time, Non-Exempt
  
  

Benefits

• Medical, dental, vision, disability, FSAs, and life insurance
• Paid Time Off and paid holidays
• 401K
• Pet Insurance
• 5-day work week
• Employee Assistance Program
• Training and Development Programs
• Legal Coverage
• Identity Theft Protection
• Referral Program
• And so much more…
  
  

Standards of Behavior

• Employees are expected to act responsibly and in the best interests of Coach-Net, our shareholders, our clients, and employees.
• Treat all people with respect and courtesy.
• Take reasonable care to ensure your own health and safety at work and that of any other person by cooperating with management toward maintaining a safe workplace.
• Comply with Coach-Net Code of Conduct.
• Comply with Coach-Net Policies & Procedures.
• Comply with Coach-Net Confidentiality requirements.
  
  

Attributes

• Initiative
• Resilience
• Attention to detail
• Judgment
  
  

Competencies

• Attendance/Punctuality
• Is consistently at work and on time, ensures work responsibilities are covered when absent.
• Customer Service
• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
• Problem Solving
• Identifies issues on the call and responds appropriately; suggests alternative solutions; uses reason even when dealing with emotional topics.
• Interpersonal Skills
• Focuses on solving conflict, not blaming; maintains confidentiality; listens without interrupting; keeps emotions under control.
• Oral Communication
• Speaks clearly, persuasively, and maintains a balanced tone in positive or negative situations; listens and uses clarification; responds to questions.
• Written Communication
• Writes clearly and informatively, edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
• Teamwork
• Exhibits objectivity and openness to others' views, gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports others' efforts to succeed.
• Judgment
• Exhibits sound and accurate judgment, makes good decisions, keeps manager informed and includes appropriate people in the decision-making process.
• Dependability
• Follows instructions; responds to management direction; takes responsibility for own actions; completes tasks on time or notifies appropriate person of possible delays and/or issues.
• Initiative
• Volunteers readily; asks for and offers help when needed.
  
  

Skills And Abilities

• Language Skills
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to effectively and quickly communicate problem calls and complaints to supervisory staff.
• Mathematical Skills
• Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
• Ability to perform these operations using units of American money and weight measurement, volume, and distance.
• Reasoning Ability
• Ability to apply common sense understanding to carry out instructions and assist customers quickly; ability to determine issues and make suggestions based on information supplied by the member.
• Computer Skills
• To perform this job successfully, an individual should have knowledge of Microsoft Windows software and Windows-based internet software and email. Must be keyboard proficient with a minimum speed of 30 words per minute and possess the ability to handle multiple computer programs simultaneously.
• Work Environment
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.