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Customer Care Coordinator

TRC Staffing Services Atlanta, GA
  • Posted: over a month ago
  • Other

TRC Professional solutions is currently seeking a Customer Care Readiness Coordinator who will be a vital component of Customer support team for our client. This role oversees the Customer Care Readiness process to ensure the support team is equipped to handle Customer contacts for any Rollouts, Tests, Campaigns, or changes to products or services.

ROLE RESPONSIBILITIES:
Customer Care Readiness
Execute the Customer Care Readiness Process for Rollouts, Tests, Campaigns to get frontline contact center agents ready to support changes that Customers will contact about
Cross-functional Liaison for Customer Care Readiness Process to the Menu team and Brand team
Maintain relationship and periodic check-ins with cross-functional business leaders
Remain abreast of Brand activities by reviewing weekly Chain-wide and Staff-wide emails as well as frequently reviewing new content posted
Coordinate the development of communication materials for agents
Quality Assurance of agent training
Conduct Quality Assurance Visits & Call File Reviews
Schedule meetings with Coordinator Team Leadership to identify gaps in approved responses and guidance
Secure Approved Responses and Guidance when gaps are identified and equip account management team
Cross trained in other areas of the program to provide coverage/back-up when needed
Attend program meetings as needed
Present and/or facilitate meetings as needed

MINIMUM QUALIFICATIONS:
College Graduate
Proficient Written and Oral Communication Skills
Excellent interpersonal skills with ability to build and maintain relationships
Self-starter w/Ability to Prioritize Work and Meet Deadlines

PREFERRED QUALIFICATIONS:
Ability to manage multiple projects simultaneously
Ability to have difficult conversations as needed to ensure information is secured and deadlines met
Excellent listening skills and ability to remain neutral and calm in emotionally charged scenarios Ability to work independently with minimum supervision while ensuring leadership is kept informed of activity and decisions
Ability to identify process gaps and recommend process improvement
Ability to remain calm and focused during times of serious, sensitive and/or increased contacts
Ability to maintain appropriate discretion when handling Customer contacts
Identify and recommend resolutions when problems/opportunities arise
Skilled with Microsoft Office products

About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit: https://www.trcprofessionalsolutions.com/

TRC Staffing Services

Address

Atlanta, GA
USA

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