CustCare Team Coach Position Available In Fulton, Georgia

CustCare Team Coach 3.4 3.4 out of 5 stars Atlanta, GA

BRIEF POSITION SUMMARY

The Customer Care Team Coach will partner with the local leadership team to provide coaching, guidance and support with associate development, administrative duties and the daily operations of the customer care center

DUTIES AND RESPONSIBILITIES

As directed and guided by management, assists with supervisory functions including o Trains associates on departmental procedures and monitors their progress. o Assists the leadership team in managing the daily operations of the call center, ensuring that service levels, aba rates and established goals are achieved. o Provides associates coaching to resolve customer issues, increase their product knowledge, and identify the most effective/efficient sources of information. Resolves escalated customer concerns and communicates solutions to management to ensure the most effective and lasting problem resolution. Drives the MSC philosophy and culture to ensure unity of purpose and vision, and fulfillment of MSC’s mission Answers inbound calls to sell MSC products in accordance with MSC culture/ customer service standards. Provides customer service, in accordance with MSC standards to ensure customer satisfaction account retention and revenue generation. Resolves customer product and service issues by providing sales-related solutions utilizing common and alternative sources of information. Consults with other associates to locate the most effective sources of information. Focused on generating consistent sales growth through effective negotiation in order to close the sale. Resolves more complex credit and service issues to enhance the customer experience. Handles various technical issues with limited assistance from technical associates for in for both customer care & ecommerce related questions. Responds to customer non-telephone inquires and take appropriate action based on customer, product, and sales knowledge. Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose. Participation in special projects and performs additional duties as required

QUALIFICATIONS

What You Need:

High School Diploma or the equivalent required. A minimum of two years of sales or customer service experience required. A minimum of two years CRT data entry experience required. Ability to perform basic arithmetic is required. Strong customer service, sales skills and experience are required. Excellent verbal and written communications skills are also required.

Bonus Points If You Have:

• Two years metalworking & MRO experience preferred.
• A minimum of two years MSC customer service experience preferred.
• Advanced knowledge of MSC product and sales systems are preferred.
• Demonstrated ability to coach subordinates or peers preferred.

Other Requirements:

This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”) •

INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Compensation starting at $20 – $ /30 hour dependent on candidate location and experience. The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.