Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in 30 countries. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.
Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies.
Do you like to help others? Do you like helping solve problems? Do you like to learn? Then InComm Customer Care Centers may be just the place for you to start, or continue to grow your career.
We are looking for top talented individuals who are seeking a long term rewarding career in Customer Care. We believe that our most important asset is our people! Customer Care has a development plan for all Customer Care employees to help you learn not only the InComm product set, but also core skills that will help you advance as a professional.
The Call Center Quality Coaching Specialist is responsible for the quality review of inbound and/or outbound telephone and email inquiries of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently. They will seek lessons learned in new product launches by monitoring and analyzing real-time rollouts through active listening and feedback. They will audit live and recorded phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines. They will provide ongoing coaching and feedback with performance improvement reporting.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Work with Customer Service management team to create a positive work environment conducive to CSR retention and job satisfaction
Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
In periods of excessive call volume, assists by taking inbound customer calls, handling customer emails or assisting with escalation.
Participates in meetings and presentations or other designated special projects as assigned by department management.
Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
Recommends job aides and other tools to assist representatives in improving overall quality of interactions.
Read, analyze and interpret common company publications, policy and procedure documents
Identify trends based on call types.
Heavily monitor and provide feedback on new product launches for both rep performance and process improvements.
Qualifications for Internal Candidates:
InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.