Directly manages and supports, through staffing and talent management processes, a staff of customer service employees related to RMS Trade Services customer-facing op-erations. This position is accountable for ensuring that customer requests, returns and credits, complaints, etc. are resolved in a timely, accurate and cost-effective manner upon the first request. This position will serve as the Subject Matter Expert for system and processes that affect RMS Clients.
Supervise all department employees’ workload and may need to balance workloads and adjust assignments to obtain the most effective performance from all employees.
Ensure that new employees are properly trained. May be involved in delivering training of staff as needed. Perform call monitoring and skill verification. Responsible for staffing, performance reviews, employee development, and salary reviews.
Receive and answer inquiries from customers, sales staff, and other internal departments, and vendors. Use judgment and diplomacy to handle complaints, make adjustments, answer or initiate correspondence and perform all other duties involving customer contact.
Escalation point for specialists on problems requiring special handling or those not able to be resolved at front-line level. Contact parties involved and take necessary action to resolve problems with internal departments. Take proactive steps as appropriate and maintain compliance to RMS Complaint Tracking System.
May serve on project teams and/or help develop new processes and procedures for the overall team. Active participation in RMS Lean Initiative.
May have responsibility for implementing compliance procedures with federal and state regulations. Selects, trains, and develop qualified, diverse workforce.
Bachelor’s Degree and three or more years of experience in a customer ser-vice/retention/call center environment, or the equivalent in related work experience de-monstrating sound judgment and initiative to satisfy customer requirements.
Demonstrates excellent Computer skills including Microsoft Office.
Demonstrates superior customer service skills operational leadership abilities.
Demonstrates the ability to plan and supervise the work of others.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.