Job Responsibilities:

• Answering customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.

• Maximizing customer operational performance by providing help desk resources and technical advice.

• Accomplishing customer service human resource objectives by recruiting, selecting, training, and coaching employees.

• Improving customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

• Implementing production, productivity, quality, and customer-service standards.

• Contributing customer service information and recommendations to strategic plans and reviews.

• Evaluating customer service procedures and trends and determines system improvements.

• Enforcing company policies and procedures.

• Determining customer service requirements by maintaining contact with customers and delegating tasks if required.

• Updating job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Qualifications / Skills:

• Customer service skills

• Process improvement

• Strong decision-making skills

• Managing processes

• Staffing

• Planning

• Tracking budget expenses

• Analyzing information

• Developing standards

• Help desk experience