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Customer Contact Team Manager
AAFES
🇺🇸 United States
On-site
Manager or above
1 week ago
- Microsoft Outlook
- Microsoft Word
- Excel
- Microsoft PowerPoint
1 week ago
Job Description
Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.Job Qualifications
Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.Degree (one of):
Additional Qualifications/Requirements
Work – Onsite (HQ – Dallas, Texas)- Candidates eligible for the Military Spouse Exemption may be considered for remote work
- PCS Not Authorized/LSP Not Authorized
Technical (Preferred/Required Skills/Systems):
- MICROSOFT OUTLOOK - Required
- MICROSOFT WORD - Required
- ACCOUNT SERVICES - Preferred
- ATN - Preferred
- CCD - Preferred
- CVS - Preferred
- EXCEL-INTERMEDIATE LEVEL - Preferred
- MICROSOFT POWERPOINT - Preferred
Major Duties
Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance. Prepares daily/weekly/monthly reports on individual and team performance.Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
Performs other duties as assigned.
Work Challenges
24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends- Job Grade: 3
- Job Tier: 3
- Career Area: Retail Specialist
- Supervisor: Yes
- Job Type: Management
- Number of Positions Remaining: 1
Customer Contact Team Manager · AAFES