CX Team Coach

Summary:

The Supervisor Team Coach will frequently alternate between performing specialist duties (assisting with call and email volume) and leadership duties (monitoring, auditing, and assisting agents). This role will offer additional support to Customer Experience Specialists and assist with coverage, and may take on additional high-touch responsibilities as needed

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

Daily Operations

• Assists agents with all phases of account inquiries, troubleshooting, and processes.
• Assist agents, who need help supporting customer concerns by stepping in, offering advice, or authorizing a special adjustment if needed.
• Helps to ensure the customer’s issues are resolved in a professional and timely manner.
• Collaborates with members of leadership to obtain additional information and clarification needed to resolve customer problems
• Monitors communication channels to ensure agents are receiving timely support with questions submitted to General Chat and respective team chats.
• Implements and models standards of courteous and professional interactions with customers and coworkers.
• Meets with the CX Managers and Supervisors regularly to effectively communicate and resolve customer experience issues, improve processes, and review team communication
• Assists with team communication, providing updates, resolving issues, and maintaining standards.
• Supports goals for teams in an effort to spur performance and measure effectiveness.
• Assists in the development of training and onboarding materials for new hires.
• Supports Training Team Lead in mentoring and coaching during onboarding weeks
• Liaises with Supervisors and Managers to conduct on-the-job coaching for agents.

Training and Educating Staff

• Supports the continued training of new team members on duties and expectations
• Mentors support for all new Product Specialists
• Ensures that correct procedures are followed and routinely gives directions to agents on what steps to take and how to improve using coaching strategies.

Evaluating Performance

• Coaches agents toward improvement in productivity and service metrics such as:
  • Call and email processing accuracy (correct steps were completed)
  • Call and email processing courtesies (excellent use of soft skills and empathy)
  • Call and email processing efficiency (time to complete tasks)
• Documents agents’ observations in reports submitted to CX Managers and/or Supervisors
• Will perform additional responsibilities when required

Requirements & Qualifications:

• High School diploma
• 2+ years of customer service leadership experience and/or 5+ years of customer service experience
• Ability to work evenings and weekends
• Strong teaching abilities and mentoring skills
• Ability to hold others accountable to standards and expectations
• Must be resourceful, action-oriented, decisive and a self-starter
• Excellent verbal, written, and interpersonal communication skills
• Excellent organizational skills, detail-oriented, and able to manage multiple tasks simultaneously, without losing composure
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation and ability to motivate others
• Ability to provide a working atmosphere that is positive and productive
• Ability to establish and maintain cooperative working relationships with team members and colleagues
• Ability to work with limited supervision and support during portions of scheduled shifts

Not Required but nice to have!

• Associates or Bachelor’s degree
• Not required to have pets, but highly recommended