Provide feedback to Call Center manager and senior management on training needs and gaps within team and the performance of individual team members. Ensure the call center is responding appropriately to customer requests/inquiries and providing superior customer service.
Numbers & Facts
Location
Moorestown, New Jersey
Website
https://www.parxcasino.com/careers
Description
Job Details
Ensure attainment of all Call Center call metrics. Provide daily direction to team members
Model and inspire professional response and resolution to all customer inquiries
Motivate, coach and counsel team members. Focus on team morale/team building
Work collaboratively with the call center management team as well as the Casino and iGaming departments
Provide feedback to Call Center manager and senior management on training needs and gaps within team and the performance of individual team members
Review promotions and train Customer Support to be able to assist customers
Prepare daily pre-shifts and ensure they have been reviewed by all employees
Ensure the call center is responding appropriately to customer requests/inquiries and providing superior customer service
Develop and train CS Leads
Assist with onboarding and training new hires
Handle escalated calls and complex requests from Customer Support Specialist Leads
Strive for first-call resolution with every customer
Approve and process customer courtesy adjustments as necessary, while being accountable for department profitability
Communicate effectively with Manager and senior level management regarding business issues
Display a professional manner when dealing with internal and external customers.
Complete all administrative responsibilities, as required
Performs all additional duties as assigned
Qualifications
High School Diploma or GED required. Minimum of 5 years customer service experience. Minimum of 1 year Supervisory experience in a call center.
Easily adaptable to changing business needs
Easily adaptable to changing business needs
Strong interpersonal skills including listening, empathy and responsiveness
Ability to anticipate and solve problems
Ability to multi-task in an efficient, thorough and prioritized manner
Ability to work quickly, accurately and independently
Ability to speak, read, write and understand English
Excellent written and verbal communication skills
Proficient in using common computer programs
Ability to use phone system as required for all aspects of the job