Customer Service Queue Advisor - Remote Opportunity
Company: Knowledge Universe
Location: Portland
Posted on: March 19, 2023
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Job Description:
Working with KinderCare Learning Companies means using your
outstanding talents to help set the foundation for lifelong
learners, where you can collaborate with colleagues, grow and
learn, and positively impact the families we serve.With over 50
years of experience, 30,000+ employees, and more than 2,000 early
learning center programs, we are the most accredited leaders in
early childhood education. Together, we create environments where
kids grow and thrive. As one of only four companies to receive the
Gallup Exceptional Workplace Award six times, we're confident that
you can grow and thrive here, too. We can't wait to meet you. If
you are an experienced Customer Service Queue Advisor who is
excited about joining a growing organization with a culture focused
on engagement, this role could be right for you. The Queue Advisor
is responsible for making sure that our team of Customer Service
Specialists are providing our customers with the best experience
possible. This person will be assisting with scheduling, monitoring
queues, partnering with leadership to supervise productivity,
calling out opportunities for improvement and ensuring all phones,
emails and chats are answered within service levels. They'll have
the opportunity to make a lasting impact in the lives of the
children and families we serve and directly contribute to the
overall success of the organization.Key responsibilities include:
Maintain strong overall quality control/assurance of performance
and customer expectations for customer Call Center queueResponsible
for ensuring calls are handled efficiently and effectivelyReview
calls, emails, and chats to document and report on findingsProvide
excellent customer service to our familiesSupport supervisors and
act as point of contact when supervisors are unavailableCoach
specialists regarding call and wrap timesMaintain a thorough
understanding of department procedures and company policiesWork
closely with supervisors and teams to improve processes and
procedures for quality and customer satisfactionProvide
communication and follow up to ensure teams are fully advised of
new procedures, customer needs, business updates and company
focusesTrain and orient new and current employees on products,
policies, and proceduresParticipate in special projects as needed
Qualifications: Call Center Lead/Supervisor experience with basic
Workforce management experience preferably in a remote
environmentFamiliar with Microsoft Office Suite and Call Center
systemsAbility to establish and maintain collaborative working
relationshipsAbility to handle multiple computer applications and
windows simultaneouslyOutstanding written and verbal communication
skillsSelf-motivated and detail orientedExcellent organizational
and time management skillsCapable of working in a fast paced
environment and multi-tasking to meet time constraintsStrong
analytical and problem-solving skillsBilingual: English & Spanish a
plusOur benefits meet you where you are. We're here to help our
employees navigate the integration of work and life:Know your whole
family is supported with discounted child care benefits.Breathe
easy with medical, dental, and vision benefits for your family (and
pets, too).Feel supported in your mental health and personal growth
with employee assistance programs.Feel great and thrive with access
to health and wellness programs, generous paid time off and
discounts for work necessities, such as cell phones.... and much
more.At KinderCare Learning Companies you'll use your skills and
expertise to help craft and contribute to our shared mission of
supporting communities and encouraging lifelong learners. From our
teachers to our cooks to our financial analysts, we are all
passionate about crafting a world of learning, happiness and
adventure for more than 150,000 children every day.As the first
national early childcare education provider to achieve the WELL
Health-Safety Rating from the International WELL Building
Institute, we continue to follow the latest science-backed and
evidence-based strategies for maintaining a safe and worry-free
workplace. Our highest priority has always been to keep our
employees, children, families, and communities as safe and healthy
as possible. KinderCare highly encourages its employees to be
vaccinated against COVID-19 to protect themselves and their
communities. We are proud to provide paid time off for employees to
receive the COVID-19 vaccine. We are also subject to state law,
local ordinances, and Health Department requirements for employees
working in child care, school facilities, and corporate work
spaces.We truly believe that everyone belongs in our circle, and
everyone deserves to be celebrated for who they are. By partnering
with underrepresented groups and experts in DEI, we are identifying
areas to improve and forging a path forward through accountability,
compassion, accessibility, and inclusion. KinderCare Learning
Companies is an Equal Opportunity employer. All qualified
applicants will receive consideration for employment without regard
to race, national origin, age, sex, religion, disability, sexual
orientation, marital status, military or veteran status, gender
identity or expression, or any other basis protected by local,
state, or federal law.Primary Location : Portland, Oregon, United
StatesJob : Corporate
Keywords: Knowledge Universe, Portland , Customer Service Queue Advisor - Remote Opportunity, Hospitality & Tourism , Portland, Oregon
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