Customer Service Lead & TrainerNetVendor

NetVendor is the leading solution for property management professionals seeking to simplify vendor relationships and streamline maintenance operations. Our comprehensive suite of software products empowers clients to ensure vendor compliance, optimize maintenance operations, and facilitate seamless bidding, all with a commitment to professionalism, precision, and trust.

About the job

NetVendor is dedicated to leveraging the power of the Internet to revolutionize the property management and vendor credentialing process. The Customer Service Lead & Trainer provides daily direction and communication to Customer Service Representatives and helps to manage the workload for the whole team. They are responsible for leading the team by training, counseling, and problem solving. This position will be responsible for training and onboarding all new Customer Service Representatives.

Responsibilities

• Handle Supervisor Calls where customers escalate their issue to a Supervisor level
• Answer Customer Service Rep chats via Slack
• Manage Contact Center rotation schedule based on the workload
• Switch rotation schedule before assign the report to allow CSR to start on time
• Run Dash reports and Expired subscription reports
• Handle Customer Service Representative service requests such as deleting subscriptions, changing risk category, refunding requests, updating workers compensation exemptions, and manual Tin Checks.
• Train all new hires on all areas of the Customer Service Representative role.
• Work with Management to provide additional training to Customer Service Reps who may not meet the expectations of the job within the first 90 days of employment.
• Organize and develop training manuals or guides, including visual aids, to help with training initiatives.
• Follow-up on Background checks and running them manually
• Additional responsibilities as assigned.

Qualifications

Knowledge/Skills/Abilities

• Able to provide a high level of quality service to all customers
• Communicate effectively both verbally and written
• Ability to teach, listen, and provide feedback to team members to help them improve
• Comfortable speaking with small or large groups and inspiring others
• Capable of teaching others in a constructive and positive manner
• Upbeat, professional attitude
• Dependable team player
• Proficient with Microsoft Word, Excel, and Outlook
• Proficient with email and chat technologies
• Solutions oriented with strong and creative critical thinking skills
• Able to troubleshoot, problem solve, make logical decisions, and set priorities
• Able to work effectively under pressure
• Ability to work in a fast-paced, metric-driven environment with the ability to multi-task
• Strong interpersonal skills including active listening, providing and receiving feedback, setting expectations, etc.

Education/Experience

• Minimum 6 months experience in NetVendor Customer Service Representative role
• Highschool diploma or GED
• 2-4 years of Customer Service experience
• Great attendance and performance metrics
• Bilingual preferred – fluent in both English and Spanish languages
• Experience with NICE inContact or other similar contact center programs

NetVendor’s Benefits Package

• Medical Insurance including HSA Option
• Dental Insurance
• Vision Insurance
• Free STD & LTD Insurance
• Free Basic Life Insurance
• Paid Time Off
• 7 paid holidays per year 1 Floating Holiday
• 401(K)
• Maternity Leave
• Employee Assistance Program