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Customer Care
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210308 Requisition #
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1277 Total Views

 

www.geniecompany.com

 

 

Duties and responsibilities:

Develops and implements the team schedule to ensure maximum coverage to support Genie’s dealer base.  Monitors and documents exception for each team member

Monitors KPIs and other key call metrics of all agents to support Genie’s strategic initiatives

Provides coaching and positive motivation to CSRs

Monitors order management and order processing, including errors of all agents

Oversees returns processing and completion

Handles complaint and compliment phone calls from dealers regarding CSRs, product or customer service issues

Tracks and Reports CSR issues and provides corrective action

Assists with system testing for upgrades and updates, projects, etc. as needed

Delegates and/or manages special projects

Assists with product and job function training as needed

Administers technical knowledge appraisals

Other items as management deems necessary

Helps with workload of agents as needed

 

Experience Required:

Minimum 2-3 years Customer Service Experience working in order management

Minimum 3-5 years experience in a call center environment

Experience with Oracle, EBS

Experience with Oracle CX

Experience with Chat function in a call center system

Efficient at multi-tasking and delegating duties

Proficient in Office, Excel, Powerpoint and Word

Experience managing employees successfully

Problem solving and strong communication a must

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At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!


Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen –a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.


Overhead Door is proud to be a drug free environment.


The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law

www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:

Phone: 469-549-7100 E-mail: accommodation_request@overheaddoor.com