Customer Service Representatives & Team Leads
Summary
Title:Customer Service Representatives & Team Leads
ID:1250
Department:Deerfield Beach, Florida
Description

NexGen Agency is a fun, fast paced provider of multi-channel white-glove call center services. Our team consists of friendly, hard-working, big-thinking people who care about providing stellar customer experiences! Located in Deerfield Beach, FL, we are supporting one of the leading print and marketing supply chains in the country and looking for some great people!

We are currently seeking a team of ambitious, detail-oriented, customer-focused Customer Care Representatives to join our Customer Care Team. As a member of our team, you will receive training to become an expert in our customer service values, processes, and procedures.

Responsibilities:

  • Act as an advocate for our customers and be empathetic in all customer interactions
  • Provide extraordinary service to our customers via phone, email and chat
  • Place orders with customers, answer questions about our product and services
  • Quickly identify a customer’s problem, report it correctly, and provide customers with reasonable solutions to the problem
  • Follow-up with customers on any outstanding matters and provide additional assistance as neededTL
  • TL
  • Follows already established work procedures and processes that support the company and department standards, as well as strategic directives. These include but are not limited to:
    • Escalated Calls – Be the 1st point of contact to handle agent/customer escalated calls
      • Schedule escalation call backs and perform them as necessary with the proper follow up
    • Real Time agent assistance – Be the first point of contact when agents need real time assistance on a call and/or email
    • Assists with Real Time agent coaching (within relation to an escalated matter)
    • Take calls and work on emails as indicated and as business needs
    • Spot Checks - Review agents open cases and ensure accuracy as well as proper and timely follow thru
    • Floor Support – Answer agent questions real time, on the production floor as needed
  • o Manage the case queue to ensure cases are routed appropriately, to ensure they receive the most efficient processing. The queue should be checked several times a day, moving cases appropriately.

    o Special Projects – Supervisor assigned activities that relate to finding agent trends and behaviors.

Requirements:

  • Excellent verbal and written communication skills
  • Must have hospitality background experience
  • Previous experience in a customer service environment is required.
  • FLEXIBILITY IS NEEDED, Currently M-F 9 am-6 pm EST.

EDUCATION:

  • Minimum High School diploma/GED

--- You must be available to attend training. Candidates offered this role will need to complete paid training successfully to be hired.

--- We will have some amazing daily cash incentives, prizes, giveaways, food and fun!!! Don’t miss out!!!

--- Lots of growth opportunity as well! We are looking for some strong team leaders and quality assurance representatives!!

This opening is closed and is no longer accepting applications
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