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The Senior Customer Service representative is responsible for providing leadership and coaching a team of Customer Service Agents, with the goal of meeting program objectives and customer service level agreements.

Key Responsibilities

+ Work closely with Supervisors, Site Operations Coordinator, and support staff.

+ Perform regular monitoring of calls and provide coaching and feedback to customer service representative staff.

+ Perform tasks to assure service level requirements are met.

+ Responsible for assisting Operations Supervisors with daily tasks, such as creation of reporting, completion of logs, and monitoring of call volumes.

+ Responsible for providing support to customer service representatives (CSRs) on weekends, when required.

+ Act as a Point of Contact for operations when required.

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Required Qualifications

+ High School Diploma or GED.

+ Minimum 2 years call center customer service experience.

+ Minimum 1 years of customer service and team interaction experience or leadership experience.

Training/Certification

+ Internal DOL-NCC program quality assurance certification (or obtain certification within one month of beginning this position).

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

20.19

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.