Customer Care Operations Specialist

The Customer Care Operations Specialist is responsible for contributing to the leadership of the Customer Care team by mentoringrepresentatives, monitoring and coaching performance, resolving escalated calls and providing advice and guidance to support achievementof department quality and productivity standardsKey Responsibilities:Coach and develop customer care representatives by supporting supervisors, mentoring team members and providing adviceand feedbacklContributes to effectiveness of customer service by promoting organizational policies and best practices, auditing randomaccounts for accuracy and compliance and monitoring calls against established metricsll Assists with department initiatives by participating in assigned projectsAssists with resolution of escalated calls by utilizing knowledge and available resources to answer teammates' questions,resolve customer inquiries and notify up-line of issues pending resolutionlUpdates key stakeholders on customer care team progress by communicating with supervisors and managers to report issuestatuslSupports training of employees by reviewing training resources, instructing and assisting with workstation setup and distributingreference materiallJOB REQUIREMENTSPreferred Qualifications:Education and Experiencel High school diploma or equivalent experiencel 2 or more years of experienceCertificates, Licenses, Registrationsl NoneFunctional Skillsl Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)l Able to effectively communicate both verbal and writtenl Analytical skillsl Effective and proficient customer service skillsl Strong organizational skills