Customer Service Assistant Manager

Why Russell Cellular?

• Health, dental, vision, and life insurance as well as paid sick days and company holidays
• Employer matched 401K after 1 year
• Listed in Inc. 5000's Fastest Growing Private Companies in America for 9 consecutive years and inducted into the Inc. Hall of Fame in 2018
• Employee Assistance Programs
• 750 locations in 43 states employing 2,600 employees
• Verizon Sales discounts and incentives
• Opportunity for growth and advancement through training
• Flexible scheduling
• Community involvement opportunities

Do you enjoy developing others? Are you motivated to answer questions, handle complaints, and provide support for customers? As an Assistant Manager, you will hire and train a team of essential Call Center Representatives, monitor their progress, and coach them to success. You will be a part of a winning culture and fun atmosphere that supports creativity and growth.

What will you do in your role?

We look for the Customer Service Assistant Manager to have a passion for excellent customer service. Being extremely organized and able to develop deep relationships internally and externally will be a requirement for this role. You should be proficient with technology, especially computers, software applications, and phone systems.

Responsibilities Include:

• Assist Department Manager with overseeing the day to day operations of the department
• Assist with Hiring, Timesheets and Scheduling, and team members annual reviews
• Demonstrate at all times a high standard of ethics, integrity and personal accountability
• Oversee daily operations of the team
• Assist in establishing goals and plans for individual team performance
• Coach and develop your team to success
• At all times ensure that the work area is secured and consumer information is protected
• Pull reports and listen to calls for quality control
• Ensure tickets are resolved in an orderly timeframe
• Help the team take calls during high call flow times
• Ensure compliance with all company safety & wellness protocols
• Manage daily duties to provide time for other tasks that may arise
• Work closely with the call center leadership team to ensure full team potential is met
• Maintain a working relationship with all internal partners
• Other job-related duties as assigned
• Develop and maintain knowledge of Russell Cellular and Verizon Wireless policies and procedures

Qualifications

• High School Diploma or G.E.D.
• 2-3 years of experience in a call center, customer service or retail setting or equivalent understanding of customer service and sales
• 1-2 years of supervisory experience in a call center setting preferred
• Demonstrable analytical, leadership, problem solving, and customer service skills
• Superior communication skills
• Ability to remain calm and courteous under pressure and navigate through tense situations
• Must be comfortable working independently and making minor decisions without direct supervision
• Good sense of organization and keen attention to detail
• Knowledge of customer service best practices and desire to participate in trainings and professional development
• Ability to perform well in a fast-paced working environment
• Proficiency with Microsoft Office including Excel, Outlook, etc.
• Develop and maintain a strong knowledge of company products and services
• Develop and maintain knowledge of Russell Cellular and Verizon Wireless policies and procedures
• Able to work independently and multi-task in order to achieve Home Office goals
• Able to work as part of a dynamic team
• Flexibility with scheduling
• Positive attitude and pleasant demeanor a must
• Professional appearance
• Bi-lingual preferred

Russell Cellular is a Verizon Authorized Retailer that has been in business since 1993. We are a part of Verizon's Major program and were awarded Verizon Wireless Partner of the Year for 2018. With over 750 locations, across 43 states, and 2,600 team members, our mission is to provide the best wireless experience to every customer, every time. As you will be the face of our team, we will offer you uncapped earning potential and opportunities for advancement.

Come and join us and be a part of the Russell Cellular success!

Equal Opportunity Employer Statement

Russell Cellular is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Russell Cellular makes hiring decisions based solely on qualifications, merit, and business needs at the time.