Maintain a positive attitude while leading a team or more service Associate's in an efficient and productive manner
Anticipate service associate needs using proper leadership techniques and proven problem-solving methods
Have a full working knowledge of the service associate handbook to respond to every customer and service associate inquiry
Manage all external service providers and review yearly contracts as needed to be able to maximize profitability
Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions
Understand how to make changes to the company knowledge base to anticipate the needs of your team
Develop a standard operating procedure handbook and a marketable service catalog for customers
Monitor time cards and maintain fair schedules while tracking the calendar for holidays and emergency changes
Set reportable metrics to measure and maintain the performance and health of the company's service department
Report to CEO the monthly Risk Impact Assessments (RIA) including their effects and the scope of the report
Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions