Customer Care Operations Specialist

The Customer Care Operations Specialist is responsibr 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 and productivity standardsKey Responsibilities:
Coach and develop customer care representatives by supporting supervisors, mentoring team members and providing adviceAedbackLContributes to effectiveness of customer service by promoting organizational policies and best practices, auditing randomAccounr 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 andavailable 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 Confidencial of employees by reviewing Confidencial resources, instructing and assisting with workstation setup and distributingReference materialLJOB REQUIREMENTSPreferred Qualifications:
Education and ExperienceL High school diploma or equivalent experienceL 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