Subject Matter Expert

Job ID
Posted Date
Customer Service/Support



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 positivte attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“


Mark Wilson, Chime Founder and CEO


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


Requirements and Qualifications:

To ensure success, the Subject Matter Expert (SME) must possess effective communication and business acumen skills in a high-volume contact center. The aspirant must have demonstrated the skills listed below in their professional career.


Essential skills and experience:


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





Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.


Physical Demands:

While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers, and reach with hands and arms.


Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 


General Sign-off: The employee is expected to adhere to all company policies and act as a role model in the adherence to policies.


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