New Job Assistant Administrator - Customer Service Call Center In Ohio

Under general direction, performs major daily and project/program based administrative duties. Recommends and administers divisional/departmental policies and procedures. Prepares regular and special reports related to divisional/departmental operations. Performs other job-related duties as required.

A High School Diploma or GED is required. A Bachelor's Degree in Business/Public Relations or closely related field from a four-year accredited college or university is required. Two years of full time paid expeience in government or private industry office administration is required. (Substitution: Two years of full time experience may substitute for each year of college education lacking.) Must be able to operate a personal computer with Microsoft Office Suites.

Primary Responsibilities

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  Assistant Manager with hiring/training processes for new Customer Service Representatives and Customer Account Associates
• Establish and implement objectives for assigned Department
• Monitoring phone system and calls for Departmental performance goals
• Organizing, planning and implementing Customer Service strategies
• Skillful at organizing resolutions and problem solving with customer’s account concerns
• Ability to manage employees effectively and keep customers satisfied
• Must have Interpersonal and mediation with the ability to liaison between management, employees and customers
• Manage and maintain the Customer Call Center floor
• Identifying opportunities to increase productivity and efficiency
• Ability to supervise and motivate staff for best performance.
• Ability to Identify training and techniques
• Manage escalated calls and complaints
• Responsible to coach and support all Customer Care staff to improve people skills
• Maintain records of time off request
• Must be available to see customers face-to-face in both Customer Care Lobbies
• Manage Call Center and Lobby Counter coverage for scheduled open and close times
• Must have working knowledge with ERB, and CPP online inquiries, and handle all Mayor, Councilman and Director Office inquiries
• Must have the ability to assist the Manager with all other assigned duties

The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire.