Thumbs-Up POSITION
DESCRIPTION
Telemarketing
Inc.
FLSA: Non-Exempt
Last Update: 03/05
Position
Title: Assistant
Supervisor
Job
Code:
Reports
To: Supervisor
Direct
Reports:
Indirect
Reports: TSR when backing up Supervisor(s)
Overall
Purpose and Main Objectives:
Provide the highest level of customer
service and/or sales support by processing and/or resolving both simple and
complex customer calls, supporting TSRs, supervisors and mentoring new hires.
Requires prior Company knowledge and job
experience to answer sale and customer service-related questions not handled by
other TSRs
Essential
Duties and Responsibilities:
People Development 25%*
Mentors
new hires to the team
·
Serve as a resource to the team in the efficient use
of Thumbs-Up technology, phone usage, and call handling best practices
·
Serve as a mentor to the new hires and coach them as
necessary
Assist
Supervisor(s) and Representatives
·
Serve as a backup resource for representatives when
Supervisors(s) are unable to assist staff, field questions and/or walk the
floor
·
Serve as a point of escalation for procedural and
technical issues
·
Coach representatives regarding how to effectively
resolve the issue(s)
·
Serve as the primary answer point for call handling
representative questions (e.g. unable to find information, unsure how to handle
a situation, etc.)
·
Provide informal coaching to representatives
*Time
allocation may vary based on attrition and shifts (e.g., evenings and weekend
typically have a higher new hire rate, which may allocate more of their time to
mentoring associates)
(cont.)
Operations Management 65%
Responsible
for responding to simple and complex calls within current turnaround standards
·
Actively listens to each caller’s requests and
summarizes what is needed.
·
Refer to appropriate rules/guidelines in manuals if
necessary, to provide accurate information and assure consistent service and
sales.
·
Provide answers to the caller’s program or campaign
specific questions.
·
Communicates with others as needed to resolve issues
for a caller.
·
Responsible for monitoring calls that could not be
resolved at the initial contact. May
require contact with other internal or external entities to assure all calls
are handled to completion.
·
Handle complex policy, program, or campaign changes
or complaint issues referred by others.
·
Mentor and trains other TSRs in customer service and
sales skills and techniques.
·
Review and approves sales completed by other TSRs.
(program specific, e.g. verification)
·
Answer questions from other TSRs as to how to handle
complex or unusual calls.
·
Counsel on how to enter information or get through
the SER system (dialer).
Provide
excellent customer service to both new and existing customers by:
·
Consistently meet or exceeds established
productivity, schedule adherence, and quality standards
·
Quickly and accurately identifying and assessing
individual customer needs and taking appropriate action steps to satisfy those
needs
·
Solve problems systematically, using sound business
judgment, and follow through on commitments
·
Establish rapport over the phone quickly, and remain
positive and upbeat over prolonged periods of customer service or sales
·
Communicate unpleasant or negative information in a
tactful manner
·
Be flexible, adjust quickly, and react positively to
change·
Administration 5%
Perform
administrative duties
·
Manage and respond to email and voicemail inquires
·
Provide “dialer” report information to the Management
Team (e.g. director, manager, team leader, training and/or quality)
Special Projects 5%
·
Ensure individuals and team(s) support and adhere to
all improvement initiatives
·
Provide Subject Matter Expertise
Participate
in projects to enhance and improve:
·
Efficiency, effectiveness, customer relationship
management and people in the Call Center
·
New or existing contact center applications and
technologies
·
Current and/or future training curriculum and
delivery
·
Compliance to quality standards and operational
policies/procedures
(cont.)
Required
Knowledge and Experience:
Fully
Qualified:
Pre-Requisites
·
Prior experience Customer Service and Sales
telemarketing to acquire the depth of knowledge and skills required to perform
at this TSR level
·
Must have mastered proficiencies of a TSR
·
High school diploma or equivalent
·
Customer service and/or sales background
·
Experience with MS Office products (e.g. Word, Excel)
a plus
·
Ability to meet production and quality goals
·
Business or specialized skills usually acquired
through professional or technical training.
·
Broad or in-depth knowledge of a specific field is
required
·
Internal candidates must be meeting or exceeding
project/campaign goals
·
Internal candidates must not be under any
disciplinary probations or associated performance improvement plans
Critical
Success Factors·
·
Team player
·
Attention to detail
·
Organizational skills
·
Problem solving skills
·
Effective communication skills (verbal and written)·
·
Ability to work independently and make sound
decisions in a fast paced environment
·
Ability to transfer knowledge to peers·
·
Ability to mentor
·
Quality Assurance
·
Project skills
·
Interpersonal skills
·
Presentation skills
·
Flexibility in following a schedule provided by
Operations Management
Physical
Requirements:
Physical
demands such as confinement at workstation, irregular hours including holidays.