Manage and direct the daily activities and long -term success of Representatives through coaching, training, development, and performance management.
Drive sales, operational and customer service metrics by motivating Representatives, holding them accountable for their performance, and providing consistent and targeted feedback.
Demonstrate an understanding of sales behaviors and resources and customer service best practices. Ensure representative are knowledgeable about the connected home product and services solve and sell in every customer interaction.
Use data to develop in action plans for the team to drive sales and operational performance consistent with Asurion Core Values.
Address and resolve tea-----------mbers internal concerns and question.
Technical
Knowledge of Microsoft Office including Word, Excel, PowerPoint & outlook
Experience with Kronos - providing updated employee information, addressing any payroll changes, inquiries or discrepancies, and verifying data accuracy within the payroll system.
Experience with Alvaria – assess, analyze, and report on employee productivity at the individual, departmental, and institutional levels.
Experience with Powerbi – Managing team performance.
Provide clear and concise statistical reporting in a diverse environment.
Advance and up-to-date knowledge of mobile device technology, comfortable supporting
complex issues on Android and iOS devices.
Capture and share trending information to enhance frontline knowledge
Document all interactions with customers and experts in appropriate systems
Work as liaison to other Customer Solutions departments to identify subscriber service issues and to improve processes.
Resolve highly complex escalated issues and re-sell the benefits of Asurion products and services. Rebuild relationships; perform required research and follow-up with frontline experts to provide resolution for customer inquiries, complaints, problems and/or issues.
Assisting customer in filling a claim for their devices (Phone, Tablets, internet services and etc) base in insurance policy.
