"Alerted.org

+ Ambassador and spokesperson for the company

+ Work as a team with other team members

+ Follow all company philosophies, policies, and procedures.

+ Follow all company safety rules and requirements.

+ Enforce company philosophies, policies, and procedures within the Client Care department.

+ Represent the company in a professional manner.

+ Oversee daily performance of CCR’s.

+ Empower CCR’s to perform roles and responsibilities with quality and efficiency.

+ Act as backup for Client Care team, answering phone overflow as needed.

+ Quality Control: Monitor phone calls to assure that they are answered timely and

correctly to maximize booking rates and client experience.

+ Listen to, review & score recorded calls from CCR’s for quality assurance; ensuring professional practice is being processed. (a minimum of 2 calls per week per CCR)

+ Complete required reports to assure CCR’s team members are meeting job expectations.

+ Prepare and host department meetings as scheduled based on external department meetings.

+ Complete interview + offer process of new CCR’s as needed.

+ Complete termination process of CCR’s with guidance of HR Manager ad needed.

+ Conduct all aspects of onboarding and training for CCR, including but not limited to

dispatching, computer training, phone skills, script, and paperwork duties

+ Act as backup Dispatcher/ Dispatch Manager for coverage

+ Develop and maintain a training manual for the Client Care Department

+ Prepare evaluations for all CCR’s including stats and performance notes based on KPI’s on client care expectations and job description.

+ Perform evaluations for all CCR’s on annual basis and 90 days post phone date and ensure HR Manager receives notice evaluation, pay increases.

+ Assist Operations Team + CCR’s with questions on Service Titan (basic functions and reporting)

+ Reevaluate, adapt and innovate CCR processes and adjust as business needs

+ Performs related work as assigned.

+ Travel for additional personal development and training as needed.

+ Assist with troubleshooting & fixing issues with phone system.

Qualifications

+ Customer Service Experience

+ Management Experience

+ Service Titan Experience preferred.

+ Knowledge of the Windows Operating system

+ Proficient & advanced computer and typing skills.

+ Basic understanding of Denver Metro Area

+ Minimum high school diploma or GED equivalent

+ Basic math and reading comprehension.

+ On going management and technical training will be required from time to time outside of the office and after hours.