Customer Care Consultant (Short-Term)
Company: Amot
Location: Houston , TX
Category: Call Center, Collections
Job Type: Full Time
Posted: 6/12/2019
JOB DESCRIPTION:

AMOT is a leading global manufacturer of control, safety and hazardous area solutions for engines, compressors, turbines and other rotating equipment in the oil, gas, marine, powergen and transport industries.

 

SUMMARY:

We are seeking an experienced professional to provide consultation for a short-term assignment (9 months) to assess our current customer service processes, identify areas for improvement, establish consistent processes that ensure a superior customer experience and implement the program across our (5) call centers around the globe. Train the local customer service managers on how to use computer tools and monitoring systems, track CSR performance, and set expectations for their teams.

 

ESSENTIAL TASKS & DUTIES:

  • Analyze, develop and implement customer service process improvements.
  • Train customer service teams: scripts, intros, messaging, process flows.
  • Improve call routing decision maps and streamline processes.
  • Provide constructive feedback in one-to-one and group settings with the goal of improving the overall customer experience.
  • Work with other departments/team members as necessary on strategic initiatives.
JOB REQUIREMENTS:

Education & Experience:

  • BA/BS degree or equivalent working experience
  • Minimum 5 yrs. experience managing a customer service department and/or call center
  • Experience with multi-call center organization is preferred
  • Experience with consumer customers preferred
     

Knowledge & Skills:

  • Understands key metrics that drive industry leading customer service.
  • Demonstrated the ability to analyze, develop and implement process improvements.
  • Proven background in business process improvements.
  • Self-directed and results-oriented
  • Excellent communications skills
     

WORKING CONDITIONS:   

  • Office Environment
  • Approximately 9-month assignment
  • Full time
  • Eligible for medical, dental,and vision benefits
  • Some travel may be required


PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

ADDRESS:

Houston, TX
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