User login
Call Center Coordinator
Affilliation: PNG
Department: Advertising
Date Updated: 03/08/2007
Updated By: Sorenson
Position Purpose/Objective: To generate Classified advertising revenue by professionally presenting and selling advertising opportunities into the company’s portfolio of products and services to existing and potential customers (both inbound and outbound) via “remote” means (i.e. telephone, e-mail, etc.) and walk-in customers. Works with Classified Advertising Manager to coordinate and assist with sales projects, department coverage and workflow. Serves as primary back up for call center. Signs and processes credits and assists with the resolution of customer issues. Acts as liaison with interfacing departments.
All core duties are listed before supporting duties. The relative importance of duties relates to the anticipated impact of that duty to the business, department, customer, and/or product.
Position Duties:
Meets Expectations When:
Performs all duties of Classified Advisor (sells Classified Advertising to customers, both inbound and outbound, etc.) CORE
All transactions are handled accurately and professionally; customer satisfaction is achieved, department deadlines are met; Department procedures are followed. Meets department performance goals.
Coordinates and implements sales promotions within the call center. Works with Advisors re: outbound calls and customer contacts. Keeps manager updated on status of projects and makes final report of target achievement and results. CORE
Manager is assisted in efforts to promote sales projects and subsequent progress reports are completed in a timely manner.
Covers for all sales positions in call center when necessary.
Knowledge of all jobs is demonstrated and jobs are adequately covered when necessary.
Coordinates Call Center contract accounts. CORE
Contracts are renewed in time with lapses minimized, accounts that go over contract are adjusted accordingly.
Acts both as internal and external point person for call center, facilitating workflow within the department and with interfacing departments. CORE
Workflow within the Call center is monitored to ensure efficient operation (including timely queue releases). Knowledge of policies and procedures is adequate to be able to provide appropriate guidance to Advisors. Communications with interfacing departments are professional and effective.
Works with Classified managers to coordinate and assist with departmental coverage. Supporting
Scheduling conflicts are minimized and the call center is adequately staffed to respond to customer demand. Staff & public are notified of deadline changes in advance. Minimizes calls abandoned.
Processes credits as required. Supporting
Credits are signed, approved, investigated as needed, and processed weekly.
Serves as frontline contact and coordinator for resolving customer complaints/issues (i.e. credit declines). Supporting
Customer complaints are resolved in a courteous , professional and timely manner
Uses available technology to support sales/production efforts as needed. SUPPORTING
Possesses adequate knowledge of all pertinent software/systems necessary to perform sales and related duties efficiently.
Other related duties as assigned.
Related duties are performed in a satisfactory manner.
Required Education and/or Experience/Knowledge: High school degree required. Bachelor's degree or experience in related field preferred.
Requires Skills: Customer service experience, computer skills (preferably Mac skills), sales experience, demonstrated "people skills", and good organizational skills required. Keyboarding ability (minimum 45 wpm), quick learner, enthusiastic, able to problem solve and "think on feet"
This position reports to: Classified Advertising Manager
Delicious
Digg
StumbleUpon
Technorati
