Non-Profit Organization - Flex Coaches Alpine Access
THIS JOB HAS EXPIRED A Flex Coach role will be responsible for performing both Coach and CCP duties. Hours in each role will vary according to business needs and CCP performance metrics. Coaches are responsible for providing call support and assistance in Agent Chat Rooms, answering escalated/supervisor customer calls and may call outbound to customers as follow-up on escalated issues. Coaches are expected to participate in team meetings, remain current with all Required Readings and Toolbox changes, complete support Shift Reports, review Error Reports, monitor Key Performance Metrics and report back to the Team Leaders or Account Manager. Coaches may also be asked to monitor Agents and deliver coaching feedback.
To perform the job successfully, the candidate should demonstrate the following competencies:
Coach and mentor a team of customer care professionals (CCPs); motivate team to meet/exceed metrics; promote development and job knowledge skills.
Lead peers and subordinates with a vision of passion and trust from a virtual environment; encourage teamwork.
Responsibility/Accountability: Must have the ability to quickly assist agents in chat rooms with directions on how to locate information or the exact answer to their questions. Ability to teach new and existing employees culture, workflow and other required processes and policies.
Build relationships; view people positively; resolve conflicts and find compromises.
Communication Skills: Must have very strong verbal communication skills and outgoing and upbeat personality. Effectively communicate with team of CCPs on a regular basis.
Interpersonal Skills: Interpersonal skills are needed to relate to the agents and the customers. Understanding all products offered is important and good judgment when it comes to supporting customers is critical.
Technical Skills: Working with multiple browser sessions and applications. Troubleshoot CCP and customer technical issues. Ability to prioritize workload and meet deadlines; gather and analyze information skillfully.
Plan work activities and set goals and objectives; supervise production.
Able to adapt to change in a positive environment.
Work with integrity and ethics while upholding organizational values.
Microsoft Office skills: basic word and excel knowledge.
Duties and Responsibilities:
Flexibility: Hours of operation are subject to change. Ability to work as a coach and CCP during required client hours.
Assist with supervising and developing staff by providing positive, constructive and actionable feedback based off of chat questions and call monitoring focused on the importance of improving the overall customer experience.
Participate in task forces, special projects, committees or team meetings.
Must have the ability to quickly assist agents during feedback sessions, in chat rooms and while training with directions on how to locate information or the exact answer to their questions.
Ensuring internal policies, procedures, and compliance regulations are being followed.
Identifying operational / training issues and providing feedback during internal and external calibration sessions.
Exceeding metrics as a CCP.
Use appropriate language and terminology.
Accurately summarize and document information.
Analyze situations and predict outcomes based on knowledge or prior experience.
Handle escalated calls personally. Troubleshoot. Escalate issues as needed.
Other duties as assigned.
Existing Alpine Access Employee.
Qualified candidates must have met their existing program requirements. (If you are applying prior to meeting your program commitment, you must have your Manager's approval to apply).
Must communicate desire to apply for the position to current Team Leader or Account Manager.
Must be willing to provide most recent performance/adherence metrics.
Customer Service experience required; call center experience preferred.
Excellent Alpine Access program knowledge; must exhibit understanding of the program metrics and steps to take to improve individual performance.
Ability to work with multiple computer applications.
Strong attendance record is mandatory.
Education and Background Requirements:
High school diploma or equivalent required.
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED