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Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.

Job Description:

Education:

• High School diploma or equivalent required

Work Experiences:

• 2+ years of customer service or training experience required
• Experience in a call center environment preferred

Skills:

• Ability to effectively deliver feedback to team members
• Exhibit self-accountability and hold others in customer care accountable to performance expectations
• Understanding of customer service principles and practices
• Good analytical skills, strong problem-solving abilities, and creative resolution skills
• Ability to remain organized, pay strict attention to detail, and meet critical deadlines within a high volume, fast-paced environment
• Able to work effectively with minimal supervision independently and in a team setting
• Excellent interpersonal, oral, and written communication skills
• Proficient use of Microsoft Office programs, including Word and Excel
• Acceptable level of hearing and vision to perform assigned job duties
• Available to work flexible hours including evenings and weekends as needed

Responsibilities:

• Coach and develop assigned team members to improve customer satisfaction and gain efficiencies
• Monitor and evaluate the quality of incoming and outgoing customer interactions
• Collaborate with Customer Care Supervisors to communicate quality of work measurements and recommend improvements
• Support our Learning & Development department with creating learning curriculum, as well as conducting classroom/virtual instruction
• Provide accurate, consistent, and fair evaluations along with constructive feedback
• Ensure customer satisfaction scores continue to improve through recommendations to leadership on how to enhance the customer experience
• Partners with the Quality & Development Leadership to develop and manage the implementation and maintenance of quality assurance policies and procedures in an effort to ensure 100% customer satisfaction
• Recommend process and procedure improvements to ensure quality, service, and profitability goals are met
• Analyze data to identify team member and customer behaviors that outline service strengths and opportunities
• Participate in weekly calibration sessions to ensure a high level of consistency throughout the Center
• Identify customer behaviors to inform leadership of touch points and drive customer engagement through relevant communications
• Engage in customer interactions for a minimum of 4 hours per week
• Develop a thorough understanding of Academy policies, procedures, and safety rules
• Duties may change; team members may be required to perform other duties as assigned

Physical Requirements & Attendance

• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures and rules governing professional staff behavior

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.