Customer Care Coach at Melaleuca in Rexburg, ID

Overview

The role of the Customer Care Coach is increase the quality of World Class Customer Service customers receive by providing individualized mentoring and coaching for new and lower performing team members. The team member in this position will work directly with supervisors and managers to help team members achieve the expectations in regards to providing World Class Customer Service. The qualified candidate should possess exceptional interpersonal communication skills, a passion for helping others, professionalism, great time management skills, and the ability to communicate confidently with customers and team members.

Responsibilities

• Evaluate and score team members on specific skillsets from recorded and live calls.
• Effectively coach, train, and mentor team members to understand and execute call expectations in order to be successful.
• Use constructive comments to encourage team members and give feedback on calls.
• The use of effective listening skills.
• Ensure that every team member assigned to them receives feedback each month on calls.
• Actively takes phones calls and provides World Class Customer Service when the call center is code red/black or when management deems necessary.
• Works extended shifts according to month end schedules and logged onto the phones on month end days.
• Assist in training classes when necessary.
• Performs other duties as assigned or needed.

Qualifications

• Demonstrated leadership ability.
• Thorough knowledge of company policies and procedures.
• 10-key by touch.
• Type 30-40 wpm.
• Detailed work and organizational skills.
• Ability to analyze problems and create solutions.
• Ability to work independently and professionally.
• Ability to follow through on projects.
• Ability to prioritize and organize.
• Ability to maintain confidentiality of sensitive areas.
• Written and verbal communication skills.
• Ability to work under stress.
• Strong creativity skills.
• Proficient in Excel, Word, and Access.
• Sit with intermittent walking.
• Manual dexterity for such duties as stapling, collating, sorting, filing, typing, writing, etc.
• Communicate (hearing and speech) with individuals in person and by phone in a tactful and courteous manner.
• Good math skills (add, subtract, multiply and divide).
• Strong customer service and relation skills for conflict situations.
• Ability to perform the essential duties and responsibilities with efficiency and accuracy.
• Working with Calabrio (recording system for inbound/outbound calls).
• Certified in Customer Service, Services Support, Enrollments, Express Verification and Wellness skillsets.
• BD knowledge is helpful.
• Ability to walk a short distance
• Work overtime/Saturdays as needed.