Customer Service Coach

• Develop and maintain positive client relations as required to ensure superior client satisfaction

• Receive and handle customer calls and email requests for services

• Manage real-time inquires while keeping track of and responding to commitments

• Manage the scheduling and completion of all services assigned by customers; many of the services will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved}

• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices 

• Shift flexibility may be required

• Foster a positive team environment

• Ensure confidentiality and accuracy of internal and external data

• Perform ad-hoc projects and other duties as assigned

Coaching

• Coach entry level team members and improve performance through job shadowing, on the job training, communication and relationship development

• Search for efficiencies to increase productivity for team members, identify areas of improvement for individual members of the team

• Provide regular updates to Team Leads on status of team members in training

• Act as a Subject Matter Expert and periodically reviews processes with clients and members of the senior leadership team