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REPORTS TO: Customer Experience Director
FLSA STATUS: Exempt
DUTIES AND RESPONSIBILITIES:
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Lead and develop staff through positive reinforcement and training.
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Analyze reports for review to include RMA’s, Sales Force Reports, ATLAS Schedule.
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Contact customers when they are not satisfied with speaking to the Customer Service Representative.
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Assist the IT team in testing new program developments.
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Monitor daily phone activity and email activity in the department.
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Work closely with various departments in the company to ensure that the quality initiative is met at all times.
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Assist Customer Experience Director with surveys and work with appropriate internal departments to make all corrections and adjustments necessary.
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Act as back up to all CSR activities to assist when needed.
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All other duties as assigned.
REQUIRED QUALIFICATIONS:
- Possess at least 3 years of similar or related experience.
- Possess advanced proficiency in one or more software programs including Microsoft Office products, specifically Microsoft Excel.
- Possess intermediate mathematical skills performing calculations involving decimals, percentages, fractions, etc.
- Possess direct mail print production experience.
- Proficient in Macintosh applications.
- Possess judgment and decision-making qualities for situations that go beyond clear, concise guidelines and the ability to define problems, collect data, establish facts, and draw valid conclusions.
- Possess the ability to read, analyze and interpret common scientific and technical information such as financial reports and legal documents.
- A strong print production and fulfillment background required.
- Possess advanced communication skills and the ability to write reports and correspondence. Possess the ability to speak effectively before groups of customers, employees or management.
- Possess the ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
The above statements reflect the general details considered necessary to describe the principal function of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in this job.
