DESCRIPTION SUMMARY: Coaches, develops and motivates momentum agents by responding to questions, providing guidance and direction and demonstrating leadership and interpersonal skills. Monitors team's performance and productivity and provides feedback and instruction. Helps build team capabilities to provide the highest level of service to customers and foster team growth and performance
ESSENTIAL FUNCTIONS: Guides group of momentum associates to maintain strong teamwork and customer service levels. Answers questions and recommends corrective services to address customer complaints. Monitors productivity and performance of momentum agents and provides feedback, instructions and intervenes as necessary. Monitors momentum associate activity in the system to ensure proper handling and adherence to policies and procedures. Maintains complete knowledge of system and telecommunications capabilities, associated software applications and Internet access. Applies work procedures and expedites workflow. Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives. EDUCATION: High School Diploma/G.E.D or equivalent work experience; Associate Degree a plus.
EXPERIENCE: 1-2 years related experience in fast-paced customer service environment or one-year Roadside and/or Claims product knowledge and a strong performance record. Previous coaching experience preferred. Thorough understanding of company processes and services and successful completion of product certifications.
SKILLS: Utilizes empathy, listening skills, and a courteous and helpful attitude to focus on providing quality customer service. Demonstrates problem solving, organizational, and sound reasoning ability. Adapts to a changing work environment and willingly learns new skills and develops greater job knowledge. Strong communication and analytical skills.
WORKING RELATIONSHIPS: Communicates with associates, customers and clients in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals.
ADDITIONAL REQUIREMENTS: Ability to work flexible schedule as business needs dictate.