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💸 49920.0 - 56160.0 USD per year
🔍 Clean energy
- 3+ years of experience in customer service, consistently performing at a high level.
- Resourcefulness and persistence; able to solve complex issues by collaborating with different internal groups, including BPO teams.
- Strong organizational, analytical, and customer problem-solving skills.
- Self-driven with intrinsic motivation and a focus on team success.
- Integrity, excellent interpersonal skills, and the ability to engage customers and resolve conflicts effectively.
- Experience using Salesforce to manage your daily tasks and workflows.
- Comfortability with reporting tools such as Tableau, Periscope, and other similar technologies.
- Proficiency in Salesforce, Excel, Talkdesk and Google Suite.
- Complete 10-15 quality assurance reviews related to Credit Operations processes, welcome calls, credit stipulations, and other key customer touchpoints.
- Act as the primary liaison between internal teams and the BPO, ensuring effective communication and alignment on goals and expectations.
- Monitor internal inquiries via Slack channels, providing timely and accurate responses while ensuring the BPO adheres to service standards.
- Provide proactive feedback to the BPO for improvement opportunities identified on a day-to-day basis.
- Track performance metrics for the BPO, identifying areas for coaching and training, and collaborate with the BPO to create targeted knowledge base articles to address emerging trends and issues.
- Regularly review BPO outputs and make adjustments to ensure continuous improvement in service delivery and customer satisfaction.
- Monitor customer inquiries and complaints, ensuring effective resolution and ownership of the cases until resolved.
- Review and manage social media reviews and escalations, taking appropriate action as necessary.
- Approve and review authorized callers on customer accounts, ensuring compliance and accuracy.
- Handle escalations from Sales, BPO calls, and other functional areas, ensuring swift and effective resolutions.
- Participate in a weekly rotation to process incoming mail, ensuring that all related tasks are handled efficiently.
- Attend and contribute to weekly quality assurance calibration calls to ensure alignment on standards and procedures.
- Manage case assignments, performing in-depth research and analysis, ensuring cases are directed to the appropriate business units.
- Contribute to building and refining a sustainable escalation process in Salesforce, enabling measurement and reporting of trends and results.
- Analyze current processes, identify areas for improvement, and lead initiatives to streamline workflows and enhance efficiency.
- As the role evolves, be prepared to take on additional tasks to support the business.
Data AnalysisSalesforceCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceReportingQuality AssuranceProcess improvementCRMCustomer support
Posted 3 days ago
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