Duties: Assist Quality leads and Training lead to formulate customer support agent performance coaching program Assist in developing ongoing training calendars to align with areas of improvement opportunity for customer support agents Coordinate with quality and training leads to develop and maintain consistent standard operating procedures for in-house and outsourced team reviews and ongoing quality calibrations Partner with training team to update and maintain customer service knowledge resources to arm representatives with current and accurate information for consumers Monitor and respond to customer escalations and assist with general customer service support as needed, including assisting with placement of orders, refunds, or exchanges on behalf of the consumer Handle administrative tasks as requested by management Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.
Skills: TOP SKILLS: Detail oriented - able to pay close attention to requests and nuances Strong in multitasking - able to juggle multiple priorities and set expectations around reasonable deadlines Some level of team training or coaching background Knowledgebase / documentation management Sharepoint and Zendesk knowledge would be a plus Strong communication skills, both verbal and written. Ability to recognize situations that need to be escalated Independent thinker; able to make meaningful decisions based on each situation. Excellent follow-up skills and 100% follow through on commitments. Result and action-oriented, resourceful and efficient Strong work ethic, highly motivated, upbeat personality, team player. Ability to analyze and report on trends and issues. Strong computer skills; Microsoft Office, Internet search skills.
Education: Bachelors Degree in business or related field preferred
Schedule Notes: 9a-6p Mon-Fri
Hours Per Day: 8.00
Hours Per Week 40.00
Department: US3J0002 : US3J-US3J0002_Fame House Commercial Services
Job Category: Administrative
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