Customer Care Agent

Company: TRC Professional Solutions
Location: Smyrna
Posted on: May 8, 2022

Job Description:

Job Description Summary : The Customer Care Agent I is responsible for the overall direction, coordination, and evaluation of a corporate shared service team of direct and indirect reports engaged in customer service support for valued customers. The role will partner with the Customer Care Director to develop and deliver strategies that continually meet and exceed the needs of our customers. Essential Duties and Responsibilities include the following. Other duties may be assigned: Manage the work of Enterprise Business Services Customer Care team to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Identify methods to increase the value of the services provided and identify new services to enhance customer value by providing more, better, and less costly services to customers. Analyze internal customer data processes and relevant data to recommend and implement procedural or policy changes that improve operations and customer satisfaction, balancing quality of execution with needed efficiency gains. Review records or reports pertaining to relevant associate activities to monitor and evaluate team---s performance. -- Implement and monitor appropriate standards, protocols, and metrics for performance management. Drive team success by continually evaluating, coaching, and developing employees Interpret and communicate work procedures and company policies to employees. -- Implement corporate or departmental goals, objectives, and service standards. -- Ensure appropriate level of coverage and support and make recommendations as necessary to meet personnel needs. -- Ensure effective onboarding and training of new employees and continually evaluate and plan for additional development and training as necessary for an existing team. Develop or update relevant procedures, policies, or standards. -- Ensure work process and technology strategies and tools are fully leveraged to continue and enhance best-in-class service.

Keywords: TRC Professional Solutions, Smyrna , Customer Care Agent, Sales , Smyrna, Georgia