Call CoachStar Group (Petro Home Services)

The Call Coach is responsible for the quality review of inbound and/or outbound calls involving our Customer Service, Credit and Inside Sales Representatives. The Call Coach will evaluate calls to ensure clear, accurate and relevant information is provided in a manner which is professional, courteous, and consistent to our customers. Additionally, the Call Coach will provide feedback and partner with management to further develop each representative's performance.

Specific duties include:

• Monitor customer calls to ensure call techniques are used properly and that the representative is demonstrating the required knowledge and skill set.
• Conduct quality review of representative's performance to ensure quality standards and goals are met; identify areas where improvement can be achieved as needed.
• Evaluate and record quality of each call monitored.
• Provide feedback and coaching in a manner which is supportive as well as constructive to assist in improving the success of the representative.
• Verify that representatives are providing up-to date information, following the current process and communicating effectively with customers.
• Ensure the appropriate number of calls are monitored and coached goals are being achieved.
• Partner with management to further develop representatives.

Job Requirements:

• High School Diploma or equivalent.
• One to two years of experience in Customer Service, Credit or Inside Sales.
• Strong oral communication, written communication and organizational skills.
• Ability to evaluate performance and track improvements.
• Proven leadership ability.
• Ability to properly communicate areas for improvement in positive constructive manner.
• Ability to solve practical problems
• Strong attention to details and ability to work effectively under pressure.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient computer skills including Microsoft Office and Salesforce.