Specialist, Customer Care

Position Summary:  Provide monitoring, coaching assistance to Customer Care Representatives. Assure quality of service and adherence to policies and procedures.

Essential Job Functions:

1. Support customer care contact center representatives by answering questions and providing on-going coaching.
2. Monitor and document representative’s customer interactions to assist management team in performance evaluations.  Identify, analyze and report on trends in representative’s calls and data processing to management.
3. Assist escalated callers and respond to questions appropriately.
4. Accept calls and respond to constituent communication to support achievement of contact center goals.
5. Identify improvements of methods, systems and department procedures to increase productivity and morale.
6. Complete quality assurance evaluations to ensure accuracy and consistency of service. 
7. Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.
8. On occasion, be able to handle sensitive subject matters with professionalism, empathy, and discretion. This may include caller circumstances involving topics such as domestic violence; trauma, abuse; suicide; death; personal health, sexual health; and other sensitive issues that may arise during communications with those individuals in crisis who reach out for prayer. Associate will be provided training on how to handle said situations should they arise.
9. Regular and reliable attendance at the worksite and adhere to assigned schedule. – this position is not a remote or telecommute position.
10. Adhere to all company and departmental policies and procedures per the guidebook including all safety requirements including all safety guidelines.
11. Utilize electronic time management system to input time, attendance and paid off request.

Non-Essential Job Functions:

1. Maintain confidentiality of all work
2. Serve as liaison to management, trainer and other departments of Unity, as required.
3. Back-up supervisory responsibilities, as requested. 

Education:  High school diploma or GED equivalent.

Experience:  

1. Two years’ experience in adult education/training or quality assurance.
2. Two years customer service experience, preferably in a call-center environment.   
3. Proven ability to monitor, coach and train others effectively.  
4. Former experience leading and directing the work of others.
5. Demonstrated interpersonal and verbal communication skills.
6. Excellent time management skills and experience working with tight deadlines.
7. Excellent communication and interpersonal skills, with the ability to effectively interact with those in crisis, as well as with individuals at all levels of the organization. 

Computer Skills:   

1. Intermediate end-user of MS Office:  MS Word, MS Excel, MS Outlook
2. Intermediate end user of Internet research and access.  
3. Former experience training others on database systems and access.

Certificates & Licenses:           

Other Requirements:    Two years of undergraduate credits is preferred. Must be able to shift schedules based on business needs and current staffing levels.

• An active data plan with a reputable mobile service provider or a landline, ensuring reliable and secure access to the company's data center for login authentication.

Competency Statement(s):       

• Leadership:  Able to provide direction, motivation and model best practices.
• Teamwork:  Able to support a positive team environment in which members participate, respect and cooperate with each other to achieve desired results.
• Accountability:  Able to demonstrate commitment to the position and accepts responsibility for personal actions.
• Values:  Able to promote a safe and inclusive environment of integrity and honesty.

Work Environment & Physical Requirements 

Additional Information 

Work Environment: Office Environment

Acknowledgment 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.