About the role
Location:
Treasure Craft DR Building Victor M. Espaillt Mera Park 1st stage
Seats:
1
General Description or Purpose of the Job:
As direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer-facing employees including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.
Responsibilities / Essential Functions:
Serve as the first level of contact and support for employees in partnership with the Supervisor
- Provide training for order entry and client services as applicable
- Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
- Assist supervisor with staffing plans for optimal efficiency within the department
- Assist supervisor with the preparation of annual performance reviews
- Provide coaching, feedback, and mentoring to employees as needed
- Handle and resolve escalated customer issues
- Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
- Assist supervisor with creating and implementing a plan for high-quality standards to ensure quality is maintained
- Review 3 times a day Region voicemail for follow-up
- Schedule with other leads during peak season including evenings/weekends when necessary.
- First point of contact for the team when the Supervisor is not in the office
- Monitor and review individual and group performance to ensure work is of the highest quality
- Participate in continuous improvement efforts and act as liaison to other areas of the company as appropriate
Other duties as assigned by the Supervisor
Required:
- High School degree or equivalent customer service/order processing experience
- 6 months minimum of Neff experience
- Schedule Flexibility
- Ability to coach and mentor people as well as maintain confidentiality
- Excellent verbal and written communication skills
- Able to work independently as well as part of a team to achieve goals and meet crucial deadlines
- Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision-making
- Detail-oriented, accurate in dealing with data and systems
- PC skills include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes
- Strong interpersonal and communication skills with the ability to coach and mentor performance
- Ability to multi-task in a detail-oriented data and systems-driven environment.
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