Morrow

Group Coach

Job ID
2021-3495
Posted Date
Other

Overview

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www.chimesolutions.com

Seeking Talented Team Members

People Are Our Passion

Join Our Team

 

Empowering a Winning Culture

 

"Our mission is to create a grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positive attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“

 

Mark Wilson, Chime Founder and CEO

Responsibilities

Position Summary:  Provide daily support to a team of call center associates, in addition to call-handling responsibilities.  Responsibilities include on-call activities to support queues as well as employee coaching and floor support as needed.  This position may also require dedicated team leadership responsibilities to address business seasonality.

 

 

Position Responsibilities:

 

  • Take inbound calls and support the queue up to 50% of the day (unless otherwise instructed).
  • Maintain expert-level knowledge of the assigned client’s products, procedures, and systems.
  • Provide operational support and management coverage during program hours of operation.
  • Provide daily Chat/Queue support to call center agents.
  • Act as point of contact for call center agents with questions or concerns.
  • Serve as a mentor to new and under-performing agents.
  • Conduct side-by-side coaching and role plays with low performing agents.
  • Investigate and provide feedback on client concerns or escalations.
  • Partner with management to create job aides, tips of the day and share best practices.
  • Assist agents with escalated calls.
  • Support the nesting process as outlined by management.
  • Other duties as assigned

Qualifications

Essential skills and experience:

 

  • Must be an active employee in good standing (no warnings).
  • Demonstrated ability to consistently achieve minimum performance expectations.
  • Excellent interpersonal, verbal and written communication skills.
  • Commitment to company values.
  • Technical skills: Proficiency in Word, Excel, Windows, and Outlook
  • Ability to multi-task and use multiple applications.

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