Customer Service Mentor

Now is a great time to join AllianceOne as a Customer Service Mentor!

As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience.

Job Description:

Reporting to the Visitor Toll Program (VTP) Manager, the VTP CSR mentor is responsible for assisting in overseeing the daily activities of the VTP project, plus meeting and exceeding established personal performance measures. The CSR Mentor is responsible for coaching, developing, and mentoring VTP Customer Service Reps (CSRs), responding to customer inquiries, ensuring the accuracy of payment processing and account maintenance, as well as adhering and complying with toll system procedures and requirements throughout the Orlando International Airport project.

• Anticipate and understand customer needs, determine the appropriate course of action to meet those needs by initiating or completing the transaction. Exercise independent thinking in meeting customer expectations.
• Diagnose and provide a path to resolving various issues such as account balance payment information, disputes, account inquiries, payment negotiations and phone payments.
• Perform the required duties associated with customer service, including but not limited to account maintenance, transponder management (returned units, distribution and restocking), payment processing, and responding to customer inquiries by email, phone, text, etc.
• Follow & maintain compliance, quality assurance & client-specific standards on all accounts handled.
• Identify problems with office equipment, systems and general toll issues and communicate or escalate these issues to the proper area for resolution.
• Ensure daily personal performance measures are available and effectively utilize the information to assist the VTP manager to use workforce for continuous improvement. Emphasize and enforce the importance of CSC key performance indicators (KPIs) while supporting business processes and decisions implemented by management.
• Communicate effectively with other departments to foster a cohesive team environment and ensure these areas are aware of issues that may impact their area. Build and maintain a strong working relationship with the client, contractors, vendors and other related parties as necessary.
• Other job-related duties as required.

Education and Specific Training

• Minimum Associate degree (or equivalent)
• Two (2) plus years’ experience of demonstrated call center and/or customer support experience, preferably having functioned in a senior customer service agent

Work Experience

• Require superior attention to detail, professional in appearance and possess the ability to motivate others.

Technical Skills

• Strong analytical and problem-solving skills with the ability to review and analyze data and communicate solutions.
• Open availability to work all shifts
• Proven oral & written communication skills

Competencies and Specific Skills

• Knowledge of principles of excellent customer service and the ability to apply to business practices and operations.
• Skill in exercising accuracy and thoroughness and monitoring one’s own work to ensure quality.
• Skill in time management, including prioritizing, organizing, and coordinating multiple work areas and assignments under fast paced and changing conditions to meet deadlines.
• Ability to communicate directives clearly and effectively, verbally and in writing.
• Ability to identify and recommend staff developmental and training needs.
• Ability to motivate others in pursuit of Company goals.
• Skill in communicating to persons representing varied educational levels and cultural backgrounds.
• Skill at exercising tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

AllianceOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. AllianceOne is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation please email us at recruiting@allianceoneinc.com.

Questions?

• Please review our privacy notice available at the following www.allianceoneinc.com/careers
• For additional information on AllianceOne visit our website at www.allianceoneinc.com

Job Type: Full-time

Pay: $19.54 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Orlando, FL 32827: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person