πUnited States
Call Coach
NRTC
πRemote - Worldwide
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Summary
Join Pivot, an NRTC company, as a part-time Call Coach Specialist! Review recorded calls from clients, providing scores and coaching comments based on established standards. You will provide consistent and accurate score reporting and brief overviews of individual CSRs/TSSRs. This role requires excellent communication and analytical skills, along with experience in customer service or a related field. A high school diploma is required, with a bachelor's degree preferred. The position offers a remote work setting with occasional travel.
Requirements
- High School diploma required
- 5+ years of experience in customer service, sales, training, or another related field
- Proven excel/data entry skills
- Ability to master online survey software
- Proven understanding of customer service skills and standards
- Strong understanding of telephone sales skills
- Attention to detail
- Ability to meet deadlines
- Excellent communicator
- Excellent written and verbal skills
- Experience in analyzing conversations and providing feedback in a clear, professional, and positive/encouraging manner
- Detail oriented and able to meet deadlines
Responsibilities
- Review recorded calls, score, and comment on 5 calls per hour
- Provide consistent and accurate score reporting
- Provide brief overviews of individual Customer Service Reps (CSRs) or Technical Service Reps (TSSRs) Coaching areas and/or progress
- Attend regular training sessions with Call Coach Manager
- Support research tasks with VoC , such as calling, and data collection as needed
- Other duties as assigned
Preferred Qualifications
- Fluent in Spanish with excellent written and verbal communication skills
- Bachelor's degree or higher
- Ideal candidate has experience with broadband, utility, telephone, cable, satellite, and/or streaming video sales, service, and/or support
- Comfortable with data entry, online survey software, Microsoft Office, and Google Suite. Virtual video meetings such as Zoom, Microsoft Team, GoToWebinar
- Excellent active listener with experience in customer service, sales, support, training, or related field
Benefits
- Work is typically performed in a remote office setting
- Occasionally travel may be required
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