Lead Field Support & Call Center Coach

Farm Family; City of Albany (NY); Hybride; USD 56 000 - 80 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) with company match

Paid time off

Professional development opportunities

Résumé du poste

Farm Family is seeking a Lead Field Support Specialist to oversee daily call center operations and mentor field staff in Albany. The role focuses on guiding agents, CSR teams, and field leadership to raise service levels and achieve productivity goals.

The position requires a strong background in customer service, excellent communication, and the ability to analyze trends, with the Albany salary range noted and benefits provided.

Qualifications

• High school diploma required.
• 6–8 years of experience in customer service.
• Supervisory/management experience not applicable.
• Insurance designation preferred.

Responsabilités

• Answers telephone calls and responds to emails promptly.
• Coaches, mentors, trains, and motivates new and current Field Support Specialists.
• Assists with setting goals and providing constructive feedback.
• Collaborates with Field Support Center leadership and other cross-functional teams to improve customer service processes and procedures.
• Manages and monitors operational responsibilities for the team on a day-to-day basis such as escalations, communication, and creation of process.
• Handles complex customer inquiries and escalated complaints to preserve customer satisfaction.
• Analyzes customer service data to identify trends and areas for improvement.
• Provides input on resources planning, policy development and setting guidelines.
• Assists with monitoring the production and respective results of the team, including monitoring workflow and work queues.

Connaissances

Customer service

Coaching/mentoring

Communication

Leadership

Formation

High school diploma

Description du poste

Farm Family is seeking a Lead Field Support Specialist to oversee daily call center operations and mentor field staff in Albany. The role focuses on guiding agents, CSR teams, and field leadership to raise service levels and achieve productivity goals.

The position requires a strong background in customer service, excellent communication, and the ability to analyze trends, with the Albany salary range noted and benefits provided.