Responsibilities

• Determining staffing levels based on call volume and available resources.
• Coordinate and adjust employee requests/needs with our business needs.
• In addition, to be capable of providing support as needed for special projects and analysis of IEX data.
• Maintain an accurate CSR schedule and conformance database using IEX Software.
• Maintain database of employee schedules and phone adherence.
• Document through IEX and special reporting all non-conformance issues.
• Make decisions regarding all CSR scheduling, both on a standard scheduling level and on a day-to-day basis.
• Provide administrative assistance to Manager as needed to address daily needs of department.
• Provide administrative assistance to Manager as needed for special projects.
• Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.
• Provide assistance as needed to Supervisors.
• Provide back-up support as needed to CSRs.
• Provide follow-up with department members as necessary.
• Assist with floor training of newer CSRs.
• Possess skills needed to provide CSR support both technical product support and systems support.
• Provide back-up support to Supervisors as needed.
• Be available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor.

• Exceptional telephone communication and problem solving skills.
• Basic computer skill, including data entry, Microsoft Excel and Word.
• Must be capable of handling customer complaints in a satisfactory manner.
• Minimum 2 years experience in a Customer Service environment Previous experience with IEX software desirable.

• High School diploma or equivalent and some college credit
• Bachelors degree preferred.