April 2022 – Current
Collectively, Art Storefronts is a team of artists, software developers, marketing experts, and business executives from Austin, Texas.
Training & Coaching
o Formally responsible for developing new customer service representatives
o Under the leadership of the Manager, Customer Support, maintain, update and monitor all CSR training needs including but not limited to upgrading, new program training and soft skills training.
o Provide ongoing group and individual coaching, and provide manager with a regular forecast of future needs for the CS team
o Create tools, assessments and evaluation checklists to assess the progress of new CSRs
o Monitor call tracking, chats and email channels and proactively address any concerns or issues
Quality Assurance
o In conjunction with the Manager, Customer Support creates and maintains a quality assurance program that measures acceptable standards and includes call monitoring and processing.
o Implement and maintain a regular call monitoring schedule
o Assist Manager, Customer Support in establishing new benchmarks and metrics System Support
o Act as a reference point for CSR queries on issues related to DA and CRM, providing training and troubleshooting potential issues.
o Perform system testing for new releases, when needed
Escalations
o Deal with complex customer scenarios and escalations
o Identify areas to improve efficiencies, reduce repeat calls and provide feedback and coaching to the CSR’s to help minimize escalations, Specialized and Other Miscellaneous Tasks
o Conduct Customer Experience Workshops to promote continuous improvement
o Perform CSR duties as well as other related duties and participate in special projects as assigned by the Manager, Customer Support
o Assist in updating customer service-related forms and information
o Introduce activities for learning and morale boost as needed
o Assist in the interviewing and hiring process of new CSR’s
o Execute supervisory managerial duties in absence of Manager, Customer Support
