Assistant Customer Solutions Manager

Job description

For Earth For Life BASIC PURPOSE AND SCOPE OF POSITION: Assists the Customer Solution Manager in the day to day management of the representatives to coordinate all customer relation issues company wide and determine the best course of resolution that will maximize customer loyalty and retention. PRINCIPAL ACTIVITIES: This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company’s policies, procedures and guidelines: - Manage day to day tasks of incoming call center operations and representatives. - Implements and adheres to call center policies and procedures. - Manages and monitors quotas for service volume and timelines. - Provide timely and accurate voice, email and written correspondence to internal and external customers for the specific purpose of customer satisfaction and retention. - Assists manager with companywide Customer Contact Database to assure customer concerns and comments are effectively identified, assessed, negotiated and appropriate action taken. - Oversee Kubota's Customer Loyalty Connection (Customer Survey Process), interpret and report results and trends to upper management. - Assist Legal Dep...