Customer Care Team Coach - Omnichannel
Company: MSC Industrial Direct Co., Inc.
Posted on: January 7, 2022
Build a better career with MSC. Serving customer and community
starts with the very best people doing their very best work. That
is precisely what we have at MSC Industrial Supply Co., a leading
North American distributor of metalworking and maintenance, repair,
and operations (MRO) products and services. Watch HERE to find out
why you should work at MSC and join us as we continue to build a
diverse and inclusive workplace. Due to MSC being a federal
contractor all associates must be fully vaccinated to work at MSC
or any of our entities. Requisition ID : 9026 Employment Type :
Full Time Job Category : Customer Care / Contact Centre Work
Location : Reno, NV (Whse) State or Province : Nevada (US-NV)
Potential Work Location : United States : Nevada : Fernley BRIEF
POSITION SUMMARY: The Customer Care Team Coach will partner with
the local leadership team to provide coaching, guidance and support
with associate development, administrative duties and the daily
operations of the customer care center. The ideal candidate will be
an intentional learner with strong situational adaptability to lead
the execution of company initiatives across departments. DUTIES and
- Assists Customer Care Supervisors with training associates on
departmental procedures and monitor the progress.
- Assists the leadership team in executing the daily operations
of the customer care center to meet key performance areas are
- Provides associates coaching to resolve customer issues,
increase their product knowledge and identify the most
effective/efficient sources of information.
- Resolves escalated customer concerns and communicate solutions
to leaders to ensure the most effective and lasting
- Provides customer service, in accordance with MSC standards to
ensure customer satisfaction, loyalty and revenue growth.
- Focuses on generating consistent sales growth through effective
regulation to close the sale.
- Handles various technical issues with limited assistance for
both inbound voice and e-mail related questions.
- Drives the MSC Culture in the department and throughout the
company to ensure fulfillment of MSC's vision and unity of
- Participation in special projects and performs additional
duties as require.
- INDICATES ESSENTIAL DUTIES: To perform this job successfully an
associate must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of
knowledge, experience level and abilities required. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential duties. EDUCATION and EXPERIENCE:
- High school diploma or equivalent required.
- Perform successfully as a Customer Care Omnichannel
Representative for a minimum of six months, while consistently
meeting or exceeding Quality expectations. #MIQ Why MSC People.
Collaboration. Insight. That's how you build something that works.
Built on a foundation of trust, MSC works side by side with our
customers to help them drive business results. With more than one
million product offerings and 75+ years of experience across
industries, MSC strives to help our customers achieve greater
productivity, profitability, and growth through inventory
management and other innovative supply chain solutions. We care
about our associates and have programs in place to help our 6,500+
team members achieve their potential. When you join our team, you
will receive rewards and recognition for your contributions,
training and professional development opportunities, as well as a
variety of benefits to support you and your family's health,
well-being, and financial future. If you are inspired to learn,
take risks, and succeed as a team, you can build a better career at
MSC. Equal Opportunity Statement At MSC, we are committed to
providing an environment of mutual respect where equal employment
opportunities are available to all qualified applicants and our
associates without regard to race, color, religion, age, sex,
national origin, disability, protected veteran status, sexual
orientation, gender identity/expression or any category protected
by applicable law. Nearest Major Market: Reno
Keywords: MSC Industrial Direct Co., Inc., Sparks , Customer Care Team Coach - Omnichannel, Education / Teaching , Fernley, Nevada
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