How You'll Rock the Role
- Assist Quality leads and Training lead to formulate customer support agent performance coaching program
- Assist in developing ongoing training calendars to align with areas of improvement opportunity for customer support agents
- Coordinate with quality and training leads to develop and maintain consistent standard operating procedures for in-house and outsourced team reviews and ongoing quality calibrations
- Partner with training team to update and maintain customer service knowledge resources to arm representatives with current and accurate information for consumers
- Monitor and respond to customer escalations and assist with general customer service support as needed, including assisting with placement of orders, refunds, or exchanges on behalf of the consumer
- Handle administrative tasks as requested by management
- Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.
What We're Looking For
- Detail oriented - able to pay close attention to requests and nuances
- Strong in multitasking - able to juggle multiple priorities and set expectations around reasonable deadlines
- Some level of team training or coaching background
- Knowledgebase / documentation management
- Sharepoint and Zendesk knowledge would be a plus
- Strong communication skills, both verbal and written.
- Ability to recognize situations that need to be escalated
- Independent thinker; able to make meaningful decisions based on each situation.
- Excellent follow-up skills and 100% follow through on commitments.
- Result and action-oriented, resourceful and efficient
- Strong work ethic, highly motivated, upbeat personality, team player.
- Ability to analyze and report on trends and issues.
- Strong computer skills; Microsoft Office, Internet search skills.
- Bachelors Degree in business or related field preferred
This is the pay range that Magnit reasonably expects to pay for this position: $16.22/hour - $21.62/hour
Benefits: Medical, Dental, Vision, 401K
