InComm

  • Customer Service Manager, I

    Job Location US-FL-Jacksonville
    Type
    Full-Time
  • Overview

    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 on-line 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.

    About This Opportunity

    Provide strategic direction and overall management support to the various groups within the Norcross Consumer Call Center (MIO / Long Distances / Visa / Wireless).  This includes budget adherence, staffing, recruiting, development and planning of Care Center Personnel.

    Responsibilities

    • Responsible for day-to-day planning and execution of customer service and project support to ensure customers receive superior customer care
    • Responsible for personnel management including, but not limited to recruitment, training, performance management / appraisals, salary administration, terminations and a commitment to diversity
    • Manage objectives, set priorities, meet deadlines, and organize projects (Inbound & Outbound campaigns)
    • Maintain and report Customer Care performance metrics and manage the Customer Care Center

    Qualifications

    • Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, corporate contacts, and clients
    • Communication skills are critical
    • Must be able to work independently, without direct supervision, and be able to direct and manage the work of others
    • Computer fluency is required, including knowledge of call center software and MS Office
    • Call scripting and work force management experience strongly preferred
    • Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment
    • Should possess a wide degree of creativity, flexibility, and latitude
    • Must be detail oriented and highly organized with a documented track record of timely project completion
    • Demonstrated ability to effectively interface with multi-functional groups / personnel within an organization

     

    Internal Candidates:

    In most cases, a call center employee should be employed in his or her current position for at least six (6) consecutive months before being eligible for a voluntary position transfer within the Company. An employee’s performance is taken into consideration for any voluntary transfer; this includes no final corrective actions.

    In some cases, a call center employee may be considered for an internal transfer before reaching six (6) months of service if there is a business need. This is handled on a case by case basis and several factors are considered including but not limited to business need, performance and experience.

     

    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.

     

     

     

     

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