Responsibilities
- Handling of documentation, research, communication, and resolution of customer escalations within the service level.
- Responsible for engaging with highly escalated customers, addressing their concerns, and deescalating tense situations to achieve a positive resolution for some of our Clients.
- Development and analysis of reporting that tracks emerging sales quality issues and provides proactive recommendations for solutions.
- Ensure best practices and procedures are identified and communicated to the sales offices.
- Maintain and review standards, existing policies & procedures to evaluate effectiveness with recommendations for continuous improvement, on an individual and team level.
- Partner with project teams to develop, coach, and mentor field sales teams in relation to quality standards & procedures
- Consistent improvement in the percentage of customer escalations handled on assigned campaigns.
- Successful implementation of process improvements and proactive quality measures.
- Building positive and productive working relationships with internal team members, our Clients, and the field.
- Other duties are assigned based on departmental needs.
- Conforms with and abides by all regulations, policies, work procedures, instructions, and all safety rules.
- Exhibits regular, reliable, punctual, and predictable attendance.
Requirements
- 1-2 years of experience working in a fast-paced, customer service or sales environment
- Ability to plan, organize, and prioritize multiple tasks and meet conflict deadlines
- High-energy self-starter; must be able to take initiative with minimal guidance and be comfortable working both as an individual and as part of a team.
- Demonstrates appropriate attention to customers’ needs and requirements when making decisions and taking action.
- Makes customer satisfaction a priority and works to exceed the expectations of external and internal customers.
- Able to lead & influence others without direct authority or control.
- Demonstrates Integrity and Maintains Confidentiality
- Excellent verbal and written communication skills, patience, empathy, and the ability to think quickly on their feet.
Nice to Have
- Ability to produce results focused on efforts to attain concrete, timely, and measurable performance outcomes
- Experience using Microsoft Office applications preferred- including email, word, excel, etc.
- Experience using Salesforce preferred
- Experience using Excel preferred
- Experience using AI, ChatGPT preferred
Benefits
- Medical, Dental, Vision
- 401k
- 401k match
Work Arrangement
Hybrid
Additional Information
- The schedule is Monday-Friday.
- Hybrid schedule: In Office Monday-Thursday, Optional remote on Friday
- Cydcor will consider qualified candidates with criminal histories in a manner consistent with the law.
