**Description****Responsibilities**:- Monitor and manage customer service operations through various communication channels.- Provide support and guidance to call center employees, including training, coaching, and performance management.- Handle customer concerns, objections, and escalations in a professional and timely manner.- Ensure that customer inquiries and issues are resolved efficiently and to the satisfaction of the customer.- Analyze data and metrics to identify areas for improvement and implement strategies to enhance customer service processes.- Collaborate with other team members to maintain high standards of customer satisfaction and service quality.- Communication Monitoring: Monitor and analyze customer interactions across multiple channels to ensure a high standard of service.- Collaborate with cross-functional teams to identify opportunities for process improvement and implement efficient solutions.- Monitor and improve billing and collections efforts- Manage effective and productive routing and scheduling for our service technicians**Requirements**:- Bachelor's degree preferred.- **Minimum of 3 years of management experience in the call center industry.**- Proven track record of effectively managing and coaching call center employees.- **Excellent English language skills for both verbal and written communication is a must.**- Strong problem-solving skills and the ability to handle customer concerns and objections with empathy and professionalism.- Able to successfully handle escalated customer service calls and effectively handle and solve the customer service issues.- Proficiency in using technology and software tools for communication and data analysis.- Highly organized with the ability to prioritize tasks and meet deadlines in a fast-paced environment.- Flexibility to adapt to changing priorities and business needs.- Positive attitude and a commitment to delivering exceptional customer service.- Have a desire to lead and excel in the company's core values**Benefits**:- Competitive Pay- Remote work opportunity- Paid time off after period of time- Professional development and training opportunitiesPay: $137.00 - $172.00 per hourExpected hours: 40 per weekApplication Question(s):- This is a virtual job. Do you have a good computer, internet speed and noise canceling head set?**Experience**:- Management: 3 years (required)**Language**:- English (required)Work Location: Remote
