Job Description
Remote Communications Supervisor Flex Role (LP-03984)
Call Center
Remote, United States
Description
As a condition of employment, employees must provide and maintain High-Speed Internet connection that meets the Lamps Plus Internet Department requirements at all times to maintain employment. Employees who are unable to provide and maintain required internet service that meets our specifications may be terminated from their employment at Lamps Plus.
We are looking for a skilled Remote Communications Supervisor – Flex Role to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance. Our fully paid training program is conducted via webinar for approximately four to six weeks.
Job Responsibilities:
- Supports and maintains executed strategies to exceed the monthly and annual goals.
- Provides leadership, guidance and structure to create and maintain a positive departmental environment.
- Assures that agents understand, read and adhere to all company policies and training requirements.
- Monitors, evaluates and provides feedback on agent interactions meeting the company standards set forth by the quality assurance guidelines, to improve sales and customer service skills.
- Assists in building effective teams to properly handle all customer interactions while maintaining abandon rates and hold times set forth by the department standards.
- Offers coaching to staff through challenging customer service issues.
- Trains and prepares call center representatives to respond to customer questions, complaints and troubleshoot problems.
- Ensures all agents understand and comply with call center objectives, performance standards and policies.
- Tracks agent attendance, performance and reports irregularities to upper management in the absence of the manager.
- Helps management with approving and staggering agents break and lunch requests to ensure department coverage.
- Takes on the responsibilities of department manager if the manager is absent, on vacation or otherwise off the floor.
- Finds creative ways to keep employees focused, motivated and satisfied in their roles.
- Helps support and maintain a strong leadership team amongst the department.
- Aware of agent status at all times through the visual monitoring of Agent Manager and Instant Messaging Tools.
- Handles customer concerns with empathy and presents Lampsplus.com in a positive light at all times.
- Performs other duties as assigned.
Job Requirements:
- Minimum of 1 year of experience in service or retail leadership role. Call center experience preferred.
- Excellent verbal and written communication skills in English. Must be able to articulate details to customers in a professional and calm manner.
- Computer literate. Able to navigate through programs and windows.
- Excellent typing and data entry skills.
- Able to multi-task. e. talk on the phone and type notes at the same time.
- Effective problem solver under pressure.
Internet Connectivity Guidelines
- Must maintain a dedicated business class internet connection.
- Cable connection is required and must be high speed business class internet.
- If available, request a dynamic modem for cable.
- Speeds of at least 15 MBS down/5 MBS up are required.
- Cable modem or DSL router must be provided by carrier.
- Cable modem must be set up in bridge mode.
- DSL router firewall must be disabled.
- Wi-Fi, firewall and ALG must be disabled from the dedicated business class internet connection.
Equipment
The Lamps Plus Computer Support team will supply you with the following hardware:
- Modem
- Wyse terminal (computer)
- Monitor
- Phone and headset
- Other miscellaneous equipment
Fulltime Benefits Offered:
- Medical, Dental, Vision
- Dependent Care Flexible Spending Account, Flexible Spending Account, Health Reimbursement Account, Employee Assistance Program
- Paid time off, 401(k), Sponsored/Voluntary life and AD&D at $15k
- Voluntary Short/Long-Term Disability and Voluntary Accident Insurance
- Voluntary Pet Insurance
- Voluntary Critical Illness, Voluntary Hospital Indemnity
- Commuter Benefits
- Employee Discounts and Recreation Discounts
- Ongoing professional development training, career advancement opportunities and more!
Pay: $21.50/hour