Job Description
The Position
This position is the main resource for scheduling CSRs using the IEX software.
Responsibilities
Responsibilities
- Determining staffing levels based on call volume and available resources.
- Coordinate and adjust employee requests / needs with our business needs.
- In addition, to be capable of providing support as needed for special projects and analysis of IEX data.
- Maintain an accurate CSR schedule and conformance database using IEX Software.
- Maintain database of employee schedules and phone adherence.
- Document through IEX and special reporting all non-conformance issues.
- Make decisions regarding all CSR scheduling, both on a standard scheduling level and on a day-to-day basis.
- Provide administrative assistance to Manager as needed to address daily needs of department.
- Provide administrative assistance to Manager as needed for special projects.
- Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.
- Provide assistance as needed to Supervisors.
- Provide back-up support as needed to CSRs.
- Provide follow-up with department members as necessary.
- Assist with floor training of newer CSRs.
- Possess skills needed to provide CSR support both technical product support and systems support.
- Provide back-up support to Supervisors as needed.
- Be available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor.
Qualifications
Qualifications
- Exceptional telephone communication and problem solving skills.
- Basic computer skill, including data entry, Microsoft Excel and Word.
- Must be capable of handling customer complaints in a satisfactory manner.
- Minimum 2 years experience in a Customer Service environment Previous experience with IEX software desirable.
Education
- High School diploma or equivalent and some college credit
- Bachelors degree preferred.
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