Customer Service Representative

GAC Services
Gaithersburg, MD
Oct 20, 2021
Oct 23, 2021
Customer Service
Full Time
Job Title: Customer Service Team LeadClassification: Non-exemptShift: Full time, 40 hours per week, occasional overtime, occasional nights, weekends, or on call asassignedReports to: Office ManagerSummary: This position is responsible for leadership, management, and training of customer servicerepresentatives assigned to them.Essential Duties:Coach, develop, and train Customer Service Representatives assigned to them.Coordinate, evaluate, and supervise the daily workflow of Customer Service Representativesassigned to them to ensure goals, standards, objectives, and policies are understood and met.Assist Office Manager with listening, monitoring & evaluating calls for consistency and coachingopportunities.This is a working lead position and will hold the same duties as the Customer ServiceRepresentative when business needs dictate.Other duties as assigned.Qualifications:EDUCATION/EXPERIENCE"A cents € Possess a high school diploma or equivalent. Possess at least two (2)years of customer service or sales experience. Possess at least one (1) year of supervisoryexperience, preferably in a fast-paced inbound & outbound customer service function.LANGUAGE SKILLS"A cents € Able to read and interpret documents such as operating and maintenanceinstructions, and procedure manuals. Able to speak English clearly and with proper grammarand diction. Able to write reports, procedures, and correspondence. Able to speak effectively ingroup settings.MATHEMATICAL SKILLS"A cents € Able to add, subtract, multiply and divide in all units of measure, usingwhole numbers, common fractions, and decimals. Able to compute rate, ratio, and percent andto draw and interpret bar graphs.REASONING ABILITY"A cents € Able to apply common sense understanding in a variety of situations toassure customer satisfaction for both internal and external customers.COMPUTER SKILLS"A cents € Typing and Excel proficiency required. Knowledge of how to access anduse the internet and have a good working knowledge of data entry software, spreadsheetsoftware and/or word processing software. Phone system knowledge and experience ishelpful.Physical Demands: The physical demands described here are representative of those that must be metby an employee to successfully perform the essential functions of this job. Must be able

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