Hybrid Customer Contact Team Manager at Army and Air Force Exchange Service (AAFES)
Army and Air Force Exchange Service (AAFES) · Dallas, United States Of America · Hybrid
- Professional
- Office in Dallas
Job Description
Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.
Employment Category
Regular Full Time
Job Tier
3
Job Qualifications
Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.
Degree (one of):
BACHELORS DEGREE - Preferred
Major/Minor (one of):
BUSINESS ADMINISTRATION - Preferred BUSINESS MANAGEMENT - Preferred
Degree (one of):
Major/Minor (one of):
Supervisor
Yes
Facility Name
CREDIT PGM CONTACT CTR
Job Type
Management
Salary Minimum
$46,937.00
Exchange Location
United States - Texas - AAFES Headquarters (Dallas)
Major Duties
Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance. Prepares daily/weekly/monthly reports on individual and team performance.
Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
Performs other duties as assigned.
Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
Performs other duties as assigned.
Work Challenges
24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends
