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Posted: Wednesday, April 19, 2017 11:36 AM

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SUMMARY/OBJECTIVE: Responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members. Responsible for supervising and providing lead direction to the customer service representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Ensures that representatives maintain appropriate tone of voice and professionalism.
Escalate I-rated calls or special circumstances in customer service.
Enhance customer loyalty/satisfaction.
Provides information to customers on changes in service, discontinuance, and shipping.
Interacts with customers and provide information in response to inquiries about accounts, products, and services, etc.
Handle customer complaints, special orders, and returns.
Monitors staff knowledge of billing and collections and ability to explain these issues to the customers.
Educate staff member about department’s Standard Operating Procedures guidelines.
Provides staff with training and coaching; uses techniques such as weekly account reviews, weekly unit meetings, and observation.
Serves as a resource to staff by answering questions, assisting with problems, and providing training as necessary.
Reviews weekly abandonment rate percentage, volume of calls answered, and length of calls.
Provides timely and accurate information to incoming customer order status and product knowledge requests.
Processes changes and/or returns according to established department/company policies and procedures.
Provides timely feedback to upper management regarding customer concerns.
Follow guidelines set by department/company.
Other duties as assigned by management.
SUPERVISORY RESPONSIBILITIES

This position supervises customer service representatives.

QUALIFICATIONS, SKILLS, EXPERIENCE

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

High School degree required, Associates degree preferred.
A minimum of 3-4 years experience in customer service and supervising a team in call-center or similar capacity.
Knowledge of printing industry a plus.
Knowledge of products and company a plus.
Strong analytical skills and ability to work independently.
Detail-oriented and demonstrates a “can-do” positive attitude.
Ability to work cooperatively with others in a team environment.
Must be able to lead the customer service team.
Self-starter with solid organizational and managerial skills.
Excellent communication skills (verbal and written).
Exceptional customer service skills (in-person, phone, email).
Proficient in MS Excel and Word.
Fluent in writing, reading, and speaking English. Bilingual in Spanish/Chinese preferred.
Patient and excellent attitude when dealing with difficult situations.
Must demonstrate passion and enthusiasm for B2Sign and promote company core values.
Job Type: Full-time

Job Location:

Industry, CA 91746
Required education:

High school or equivalent
Required experience:

customer service: 3 years

Email Resume to karmans@b2sign.com

• Location: City of Industry, CA, Los Angeles

• Post ID: 110214438 losangeles
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