Customer Service Support Specialist - Remote / MN Resident

JOB TITLE: Customer Service Support Specialist - Remote / MN Resident

SUPERVISOR TITLE: Operations Manager...

FLSA: Non-Exempt

DEPARTMENT: Operations

Reasonable accommodations may be made to enable individuals with protected disabilities to perform the essential functions of this position.
ob Summary

Under the direction of the Operations Manager, the Customer Service Representative (CSR) is responsible for all communication, recruiting/onboarding and training of independent contractor field representatives conducting mystery shops or specialty project work for BestMark. The Customer Service Representative is responsible for monthly completion of mystery shops in assigned territories, including daily tracking communication with field representatives, to ensure predefined client deadlines are met.

These positions are currently fully remote, but may be asked to come into an office for training/meetings in the future.

YOU MUST LIVE IN OR AROUND THE TWIN CITIES OF MINNEAPOLIS-ST.PAUL, MN

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

?Assign available project work to shoppers (or ensure shops are assigned to approved shoppers) and communicate assignment methodologies and requirements

?Adhere to and understand complex profile and assignment criteria

?Utilize online scheduling interfaces and other technology platforms to review, track, and assign project work

?Ensure assignments are performed by client-driven deadlines, with goal of 100% completion rate

?Track overdue assignments for assigned territory/clients

?Track, facilitate, and reach out to shoppers after reviewing shop cancellations or shop adjustments, as necessary

?Work with team to identify need for additional incentive monies (e.g. bonuses and incentives), as needed

?Monitoring/applying approved spend (bonus/incentive) for certain markets, locations, routes, properties.

?Answer and send email correspondence to and from shoppers in a timely and professional manner according to BestMark company standards

?Conduct outbound calling as needed, to fill open assignments, provide coaching/feedback as well as respond to daily voicemails

?Identify, recruit, and communicate with new shoppers to increase engagement and build quality relationships while also continuing to develop our shopper network

?Identify process improvement opportunities or best practices, and share with colleagues

?Identify and escalate location challenges to Operations team lead

?Communicate any weekly route adjustments to applicable shoppers, as needed

?Maintain and communicate daily/weekly production metrics to Operations team lead

?In coordination with colleagues, create and deploy shopper email campaigns

?Provide coaching/feedback to shoppers about shop quality, completion, and submissions

?Review submitted shop reports as needed

?Perform all other duties as assigned or required

Supervisory Responsibilities

?None

Additional Responsibilities

?Other duties may be assigned.

Qualifications
The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education and/or Experience:

?Associate degree or related degree

?2+ years prior experience in related field preferred

Knowledge, Skills and Abilities Required:

?Proficient skills in Microsoft Office Suite

?Superior oral and written communication skills with aptitude in building positive relationships
? Comfortable speaking on the phone with independent contractor team, as needed

?Exceptional knowledge of the structure and content of English language including meaning and spelling of words, and rules of composition and grammar.

?Excellent judgment and reasoning skills.

?Ability to consistently spot errors and discrepancies.

?Strong attention to detail.

?Excellent reading comprehension and retention.

?Ability to prioritize work to ensure deadlines are met.

?Ability to work in a goal-oriented, fast-paced, deadline-driven environment.

?Strong project management and organizational skills.
? Ability to comprehend complex profile and assignment criteria.
? Ability to identify and drive process improvements.

Job Type: Full-time

Benefits:
? Work from home

Shift:
? Day shift

Education:
? Associate (Required)

Experience:
? Customer Service: 2 years (Required)

Location:
? Minneapolis-Saint Paul, MN (Required)

Work Location: Remote

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