Customer Service Operations Support

Location: Monterey, CA

The Workforce Management (WFM) Support person (a.k.a. Customer Service Operations Support) will be a key player in the overall function and success of daily business. This person must be a self-starter who is a highly motivated decision-maker, creative, and possesses the ability to deal with all types of people and situations. They must be able to incorporate interpersonal skills and operational knowledge in a fast-paced environment.Tasks will mainly be around processing of Support Requests and emails for the WFM group.

Major Responsibilities, but not limited to

  • Processing and following up on unfinished Support Requests will be the highest priority.
  • Responding and filing of WFM emails will be second priority.
  • Reach out to internal staff to request if they login to assist.
  • Strong customer service and or sales skills needed to work with internal staff to gain their assistance.
  • Use various data systems to make adjustments in internal staff schedules and document call activity.
  • Assist as needed with client appointment requests for staff.
  • Assist staff with requests to add or remove hours (via phone, email and Support Requests).
  • Interface with other WFM teams, Customer Service and Operations.
  • Administrative duties include but are not limited to: processing Support Requests, handling emails, changes in schedules, telephone number changes, documenting reports.

Qualifications

  • Must have at least 2 years of experience in customer service.
  • Excellent verbal and written communication skills.
  • Ability to work flexible hours.
  • High attention to detail, excellent troubleshooting skills, and creative problem solving skills.
  • Current satisfactory attendance and job performance.
  • Ability to Multi-task and work in a fast paced environment.
  • Ability to be self-motivated and self-directed and think and act independently while also being team oriented.
  • Demonstrated proficiency in Microsoft Office Suite, with an emphasis on Excel and Word.
  • Should have at a minimum basic Excel experience.  Experience in creating reports in Excel and/or using pivot tables or formulas is a plus.