Customer Service Unit Administrator/Unit Manager
Full-time Hours available: Monday - Friday 12:00 pm - 9:00 pm with rotating Saturdays
Supervises and coordinates activities of staff within the Customer Service department. Reviews and recommends new methods and procedures for improving efficiency. Exercises the usual authority as a supervisor concerning staffing, performance appraisals, promotions, salary recommendations, and terminations. Monitors call distribution, employee productivity, quality, adherence to required scripting, and effectiveness of customer service strategies and techniques. Handles unusual or difficult customer problems either through direct personal action or referral to the proper department. Trains and mentors representatives. Ensures adherence to department and company policies and procedures. Monitors and evaluates individual employee performance, delivers performance reviews, administers salary adjustments, and addresses employee issues, concerns, and future development. Bilingual skills (Spanish/English) desirable but not required.