Position: Front Line Manager - Customer Service (Crestview Hills)
Duties & Responsibilities:
* Manage and direct the daily activities of call center agents.
* Mentor Customer Service Representatives (CSR's). This includes regular call reviews followed by feedback and coaching sessions.
* Work with the Quality Assurance (QA) Administrators to calibrate exceptional quality expectations.
* Work as an information source to answer operator questions, assigning tasks, following up and giving instructions as needed.
* Personally handle, follow up and resolve customer escalations, complaints and questions.
* Work with the QA Administrators to reinforce training to and apply skills and tools.
* Identify solutions, successes, and opportunities to evolve customer and CSR experiences.
Shifts: Shifts vary, and cover hours from 8:00 AM - 1:00 AM, 5 shifts per week, any day of the week. Shifts are primarily 9 hours with a 1 hour paid lunch. Most agents are required to work at least 1 weekend day per week. The call center is open 363 days/year (closed Thanksgiving and Christmas).
Location: Crestview Hills, KY. Little, if any travel required.
Organizational: This position is a member of the Operations Department and reports to the Director of Customer Service.
Required Skills & Qualifications:
* The most important skill required is the ability to inspire and support people to gain the trust.
* Demonstrative ability to build effective relationships with all levels of professionals and maintain them as well.
* Ability to plan well and prioritize work appropriately.
* At least 2-3 years of call center management
* Must have proven track record of displaying ownership, urgency and sound decision making.
* Ability to be calm and composed under tight pressure even.
Desired but not required Qualifications:
* Knowledge of GreenSky's products
* Previous Call Center Management experience
* Bachelor's or Associate's degree from an accredited institution
GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, nation origin, race or religion.