Doherty Staffing Solutions

Customer Service Representative Coach (Lead)

Brooklyn Park, Minnesota
Depending on Qualifications
Aug 30, 2017
Sep 21, 2017
Customer Service
Job Type
Employment Status
Full Time

Customer Service Representative Coach (Lead)

Doherty Top Talent is partnering with a leader in the education servicing industry for a client in Brooklyn Park, MN. We are seeking Customer Service Representatives to work this full-time, contract position until June 2018. It offers hours Monday-Friday between 6:00am-6:00pm. Compensation is $20 per hour.

Customer Service Representative Coach (Lead) Responsibilities:

  • Act as first point of contact for escalated issue with resolution responsibilities by utilizing the appropriate resources
  • Works with leadership to improve and manage performance goals and objectives
  • Provides timely feedback, coaching and encouragement to staff
  • Plan, communicate and delegate work assignments/specialist projects
  • Model positive behavior, attendance and change acceptance
  • Receive, respond to and resolve inbound Client contacts on the company's products
  • Document and communicate to appropriate resources any recurring/critical client issue received
  • Write, edit and proof project documentation and correspondence, including contributions to the knowledge base
  • Knowledgeable (with training) about assigned Client, service offerings, policies/standards, and processes
  • Performs to and maintains acceptable performance levels as measured against agent metrics of hold time, call length, call volumes, call quality and customer satisfactions, including specific metrics related to the coaching role.
  • Provide and recommend additional training for new staff
  • Required to achieve several certifications throughout training and contract durations

Customer Service Representative Coach (Lead) Requirements:

  • 1-2 years of previous call center experience preferred
  • 1-2 years of previous management of lead experience required
  • Report to work promptly when scheduled and adhere to company conduct and behavior expectations
  • Be able to work under supervision and incorporate feedback to improve performance
  • Relate effectively and work respectfully with diverse groups
  • Ability to consistently perform well during times of increased/decreased work load
  • Manage multiple job functions simultaneously in a fast-paced high volume situations
  • Other duties as needed


Please apply online at, or contact your nearest Doherty recruiter for more information.

  • Brooklyn Park: 952-715-5200
  • Edina: 952-832-8363
  • Minneapolis: 612-208-1611
  • Roseville: 651-489-5000

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