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Hours Full-time, Part-time
Location Kennesaw, GA
Kennesaw, Georgia

About this job

Brand: Aaron's
Req# COR002J

Description: Aaron’s has a long legacy as an industry leader, with continued growth. In business since 1955, we have grown to over 2,000 stores across North America built on a foundation of excellence, customer focus, quality products and services.  Personally and professionally, we hold ourselves to high standards and an unwavering commitment to do what’s right; treating every individual with respect, compassion and integrity.  We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.   As a potential Aaron’s Associate, you’ll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life.  You’ll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve.  We like to set the bar high, roll up our sleeves and work together to out-perform the competition.  You’ll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers. Customer Support Supervisors are responsible for the coaching, counseling and development of Customer Support Representatives for the purpose of increasing productivity while providing superior service. Major responsibilities include monitoring adherence to company policy, fostering a strong team based environment and motivating technicians to commit to service excellence and self-leadership.  Supervisors may interface with other IT Departments in an effort to resolve issues. On occasion, supervisors may also be required to communicate with customers via phone, email, instant message or face to face conversations in response to issue delegations and escalations.   Duties Ensure that established service levels are maintained Refocus associates to assist in a variety of call queues as needed Handle all escalated Customer requests for supervisor Uphold all communication quality standards, verbal or written Monitors call statistics to adjust and react accordingly to call trends Be aware of call trends to quickly identify a surfacing issues & chronic issues.  Assist manager in coverage requirements and decisions that affect scheduled hours and attendance requirements. Review resumes and applications Participate in interview process for new Technicians Ensure that tickets, emails and chats are responded to in a timely manner Protect against ongoing issues and lengthy threads Make certain that customer issues are being followed up on Assist in the training of new-hire or  recently promoted representatives when needed Identify individual needs of each associate on the team Provide constructive feedback and set improvement milestones as needed Review performance metrics with associates on a regular basis to encourage the highest level of performance Observe 5 calls a month per associate to confirm that customers are being handled professionally and efficiently Utilize the call handling software and time management systems to monitor associate schedule adherence. Issue disciplinary statements when necessary Administer Performance Review / Appraisals Work on and delegate general projects when time permits as requested by manager On call responsibilities for night and weekend shifts Additional responsibilities as assigned and must be able to work flexible hours as needed. Position Requirements                                                                                                                                                                                                    Minimum of Three years’ experience in call center management A proven track record of successfully leading teams to achieve performance goals and objectives Prior experience in a Supervisory role a must Bachelor’s Degree in Business, or equivalent work experience Knowledge of contact/call center operations Ability to assess individual and team development needs Must possess strong problem solving and communication skills and have good judgment Excellent leadership, verbal and written communication skills Ability to defuse escalated situations while remaining poised under pressure Must be able to multi-task well and work independently with minimal supervision Must have strong PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel Excellent organizational and time management skills with the ability to handle high pressure scenarios effectively Experience with call center phone systems and applicable contact center service tool applications     At Aaron’s, you will have access to a comprehensive benefits package that includes:   Paid time off including vacation days, sick days and holidays Ongoing training and development Medical, dental & vision insurance 401(k) plan Life insurance Disability benefits Employee Purchase Discounts A drug screen and criminal background investigation are required before beginning employment at Aaron’s.  A job performance reference check is also required.   Aaron’s is an Equal Opportunity Employer
Primary Location: 1015 Cobb Place Blvd
Kennesaw, GEORGIA
30144