Summary
Lead a client relations center team to achieve sales, KPI and SLA targets while delivering exceptional client service across inbound and outbound channels. Serve as first point of contact for ambassadors, model service standards, and act as a systems and process expert to support team performance and operational excellence.
Responsibilities
- Drive sales through professional client interactions across phone, email, chat and social media
- Handle escalated contacts and ensure timely, professional resolution
- Coach and monitor team ambassadors on performance and systems use
- Lead after sales inquiries and coordinate with After Sales team for complex cases
- Partner with management to set, communicate and track individual and team KPIs
- Stay informed on product launches, campaigns and processes to support varied customer inquiries
- Assist with special projects including testing and outbound clienteling initiatives
- Cultivate client relationships and develop clienteling plans to grow opportunities
- Maintain a professional image and foster a collaborative work environment
Requirements
- Bachelor’s degree preferred
- Minimum 2 years experience in a contact center or customer service environment
- Strong communication, coaching and problem solving skills
- Experience with Microsoft Office and CRM systems such as Salesforce
- Familiarity with SAP or comparable systems
- Ability to handle inbound and outbound client communications professionally
- Flexibility to work variable hours including holidays and travel as required
- Valid authorization to work in the United States
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