Customer Service Agent supporting hotel guests with inquiries, bookings, changes, and cancellations. Identifying upgrades and promotions while delivering contact - center services for hospitality brands.
About the role
- Customer service supervisor overseeing staff operations for Independence Pet Holdings, which manages pet health brands and services. Monitoring quality, escalations, performance reporting, and workforce training.
Responsibilities
- Supervise customer service staff in day-to-day operations
- Monitor operations for adherence to service level standards and company/department policies and procedures
- Support staff recruitment, interviews, and training on procedures and job-related functions
- Assist with monitoring and ensuring quality control of assigned staff
- Act as an escalation point for resolving difficult customer issues
- Track and report performance against objectives and goals
- Assist in producing and analyzing statistics, including identifying trends and insights
- Perform other duties and responsibilities as assigned
Requirements
- Adherence to service level standards and company/department policies and procedures
- Ability to support staff recruitment, interviews, and training
- Ability to monitor quality control
- Ability to resolve difficult customer issues as an escalation point
- Ability to track and report performance against objectives and goals
- Ability to produce and analyze statistics and identify trends and insights
Benefits
- Healthcare
- Parental leave
- Opportunities for career advancements
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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