Call Center Operations Support Specialist

Essential Functions

• Answer multiple chat and email queries simultaneously with a focus on customer support
• Provide customer service and technical support for existing customers (e.g., status of pending orders, product education, billing help, and technical support)
• Answer technical troubleshooting inquiries and re-route complex issues to the help desk and upper management
• Effective coaching, delegation, team building, championing change
• Responsible for the overall management, supervision, and operation of the Executive Care, Social Media, Construction Management, and Chat Support teams

Special Knowledge, Skills, And Abilities

• Professional and clear written communication skills
• Must be able to type 45-60 wpm while maintaining both grammatical and spelling accuracy
• Able to maintain a conversational and polite tone consistently over chat and email
• Results and deadline-driven
• Able to work independently with little direction and multi-task while being productive
• Able to work collaboratively with cross-functional team members to meet objectives

Supervisory Responsibilities

No Supervisory Responsibility