Customer Contact Center Manager

Spot FreightCustomer Success 3-5 Years

Job Description

About Spot

Since 2009, Spot has built a team of motivated and knowledgeable employees dedicated to making sure every shipment, every customer, and every contract carrier is taken care of. That’s why, no matter what time or day, we’re always available. Consistently ranked on the Inc. 5000’s Fastest Growing Companies and IBJ’s Fast 25, we have grown into one of the fastest growing companies in the nation with over 200 employees across our 2 locations. We have plans to hire an additional 350 people by 2023. Join a team that rewards your hard work and is committed to your success.

What You’ll Be Doing:

The Manager works in Spot’s 24/7 Customer Contact Center. This role is responsible for a variety of tasks, all of which play a key role in providing exceptional customer service. The successful candidate must be able to educate, coach, motivate, and encourage a team of associates to succeed and solve customer issues and thus improve the quality of service Spot provides to our customers. The key responsibilities of this role are to provide clear and concise communication, troubleshoot customer concerns and to create a successful environment through their leadership of the department.
Makes necessary changes in staffing based on business need.
Hold members of Spot’s customer contact center accountable to daily performance and activity expectations.
React with sense of urgency to solve problems and look for ways to improve operational inefficiencies.
Provide excellent communication with external and internal customers.
Assist with customer inquiries and problem resolution.
Daily entering of data and compiling/completing time-sensitive reports.
Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
Determines work procedures, prepares work schedules and expedites workflow.

Our Ideal Candidate Is/Has:

Bachelor’s degree or equivalent work experience
4+ years of call center experience at a senior or lead level preferred
Previous customer service or call center experience required.
Must have excellent PC skills and ability to operate efficiently.
Ability to handle high volume of calls in a stressful, fast paced environment
Must communicate in a clear and concise manner.
Demonstrated ability to maintain professional conduct in a fast paced and stressful environment.
Ability to work effectively in a team, people, and results oriented environment.
Ability to handle difficult or irate customers professionally and calmly.

Why Spot?

Be able to make an immediate impact in a rapidly growing company
Comprehensive training program to set you up for success
Ongoing career development and internal advancement opportunities
Modern, downtown office with a bowling alley and an on-site gym
Casual dress code- Spot gear for the days you can’t decide what to wear
Convenient downtown parking
Comprehensive medical, dental, and vision insurance
Life insurance and 401k with employer match

Spot Freight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Spot Freight is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a disability, you need a reasonable accommodation, please send an email to humanresources@spotinc.com to notify us of your request. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Posted On

August 30, 2019