Job Captain

1 week ago

Calgary, Alberta, Canada Avetta, LLC Full time

SUMMARY
Team Captain functionally supports their Team Leader in a "Player Coach" capacity.

As a Team Captain, they should be able to perform all Team Leader related functions and do so based on the needs of their Team Leader and team.

They are expected to be a leader and mentor to the others on their team. This is an ideal steppingstone for anyone interested in advancing their career within Avetta's Supplier Success organization.
They will spend approximately half of their time doing front line support for assigned suppliers and G2G campaigns. Support team members support both the Connect application and the underlying compliance and qualification business process.
End-user entry points into Support include, phone, chat, web tickets and end-user self-service.

The work performed by a Support rep is fast paced, challenging and rewarding work assisting Avetta customers realize full value from Avetta Cloud applications.

Avetta Support provides a career progression that allows high performers to quickly achieve promotions and salary/bonus increases based on learning and achievement of exemplary Customer Satisfaction.

This role would require working a hybrid schedule in our Calgary or Lehi office (3 days in office, 2 days working from home).


ESSENTIAL DUTIES AND RESPONSIBILITIES:

Professionally respond to customer service needs of Avetta customers via Phone, Chat, Email, Voicemail, SMS, and any other active service channels as assigned and needed.

Provide Avetta Customers with World-Class service
Co-manage, with your Team Leader, a team of up to 12 front line Premium- Sr. Supplier Success Professionals
Coach, develop, mentor, and support your front-line teammates – lead by example
Conduct QA on calls, chats, emails,
Participate in Calibration sessions as needed
Support new-hire training waves as a mentor if required
Handle customer escalations and service recover efforts

Support Team Leader in administrations functions such as attendance management, team reporting needs, and coordinating schedules with Workforce management team.

Greater than half of the Team Captains time will be spent doing front line support
Other duties, tasks and projects as required.

MINIMUM QUALIFICATIONS:
Superiorcommunication skills– both written and oral
Meticulous attention to detail
Strong multi-task skills
Anaptitudefor learning online software systems
Excellent troubleshooting and problem-solving skills
Working knowledge of desktop productivity applications (Word, Excel, etc.)
Passion/desire to help Customers
Self-motivated
Desire to learn both newtechnologyand new business processes
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others

METRICS THAT MATTER:
~ Time to Compliance/Completion percentage

Customer Satisfaction (CSAT) Survey Scores

Personal and team CSAT scores
Live Support servicing metrics

Phone & Chat Wait times
Abandon %
Service Level
Quality

Interaction
Verification
Campaign specific metrics and reporting's
Productivity
EDUCATION, TRAINING AND EXPERIENCE (optional):
Bachelor's degree preferred. Associate degree will be considered
Customer Service experience in aSoftware/Cloudcompany
Fluencyin at least one foreign language is a significant advantage
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