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Job Summary: Responsible for supervising a staff of 10 customer service representatives and other staff. Ensure customers are retained, satisfied, and that their needs are fulfilled. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or service to fulfill customer needs. Trains, coaches, and mentors employees on how to deliver the best customer service possible.
Essential Job Duties:
Be aware of his/her process/sub process and know related procedures
Provide quality customer service according to product support procedure
Investigate customer’s problems and find solutions.
Communicate with customers via phone, email, or letter.
Hire, train, and terminate service agents.
Provide scripts to read from during phone calls.
Handle major incidents that cannot be resolved by agents.
Resolve complaints and order issues.
Ask customers to provide feedback on agents and customer service experience.
Keep abreast of new products and services.
Analyze data and statistics.
Compile and print reports on overall customer satisfaction.
Isolate and identify areas of improvement.
Train agents on how to adequately address problem over the phone or how to write correspondence.
Work with management on customer service initiatives.
Monitors inbound phone calls to ensure all calls are answered promptly and courteously
Responsible for the annual performance reviews of 10 employees
Responsible for maintaining performance indicators at acceptable levels
Basic Qualifications (Minimum Required Experience, Education, Knowledge/Skills/Abilities, Essential Physical Demands):
Education & Experience: Associates degree or equivalent from two year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
Knowledge/Skills/Abilities:Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to interpret customers concerns and actively pursue a resolution. 10 key, computer skills, telephone skills, basic office skills required. Relies on experience and judgment to plan and accomplish goals.
Essential Physical Demands/Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.
*The existence of criminal conviction(s) does not constitute an automatic bar to employment.