Customer Service Queue Advisor - Remote Opportunity

Company: Knowledge Universe
Location: Portland
Posted on: March 19, 2023

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