Customer Care Coach

Customer Service/Support


The Customer Care Coach directly manages a team of 12-15 members along with active floor management and queue monitoring to ensure adherence to service levels. Coaches also provide team member’s performance coaching, performance feedback, and administer disciplinary discussions. The role is primary point of contact for team members and ensures that our customers are receiving high quality service. is a company you can grow with. The Tier 1 Technician assists external customers of products and services by answering questions and solving technical hardware and software related issues. This role requires a mix of technical support and customer service skills to be successful.


The Customer Care Department has a mission critical task in not only meeting our customer’s needs, but doing so in the most professional and friendly manner possible. We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes.


Primary Objectives:

  • Supervise and support assigned team members.
  • Monitor and drive team member performance.
  • Mange work assignments and scheduling.
  • Train and develop assigned team members.
  • Ensure superior customer service delivery to the organization’s customers.


Essential Position Duties (typical monthly, weekly, daily tasks):

1. Manage and support assigned team members.

  • Supervise 12-15 team members to ensure assigned team members meet individual, team, and department goals.
  • Motive and mentor staff to maintain positive morale.

2. Monitor and drive team member performance.

  • Monitor and drive team member performance, ACW, and other key individual and team performance metrics.
  • Prepare and conduct performance appraisals, 
  • Interview and assess candidates for hire,
  • Terminate team members when necessary.

3. Manage work assignments and scheduling.

  • Assign and monitor progress of tasks/assignments; 
  • Monitor floor activity and individual CCR activity including schedule adherence, login availability, “on the job expectations”, floor conduct, 
  • Monitor queue activity (phone & e-mail) and shifting of resources as needed, and walking the floor to provide support and assistance.

4. Train and develop assigned team members.

  • Drive knowledge delivery and attainment by reinforcing use of the Knowledge Base and providing training/coaching on new updates when necessary. 
  • Complete a minimum of: 1 monthly 1:1, 1 monthly QA, 1 monthly Positive Coach Approach session per team member to facilitate communication, rapport, and motivate team member while also improving team member’s performance metrics. 
  • Completing a minimum of 1 team meeting per month.

5. Ensure superior customer service delivery to the organization’s customers.

  • Provide world-class Customer Care via phone, e-mail, and other communication channels.
  • Answering escalated/Supervisor calls as needed,
  • Escalating problems and complaints appropriately,
  • Encourage new ideas and feedback from team members; recognizing contributions and giving credit when and where due, 
  • Communicate frequently and openly in team and individual meetings to motivate and align team members with department goals
  • Participate in Operations Meetings, Calibration Sessions, and other meetings as needed. 
  • Continually seeking opportunities to improve the Contact Center operations including people, process and technology.


Required Education and/or Experience:

  • Bachelor’s degree preferred.
  • Two (2) years’ experience working as a team member in a Contact Center. 
  • Minimum of two (2) years’ prior experience as a Contact Center supervisor in an inbound Customer Care department.

Computer/Software/Application Proficiency:

  • Must be proficient in Microsoft Word, Excel, Outlook and PowerPoint. 
  • Strong ability to handle multiple PC applications at once.
  • A working knowledge of call center technologies and performance measurement systems, able to conduct on-going assessment of their effectiveness. This includes telephony systems. 

Skills and Knowledge:

  • Must demonstrate a talent for leadership.
  • Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude. 
  • Must be able to effectively interact with members of the Customer Care team and deliver constructive feedback to team members.
  • Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude. 
  • Excellent interpersonal and communications skills.
  • Outstanding written and verbal skills are required. 
  • Ability to multi-task and work in a dynamic environment/adjust to change quickly
  • Solid time management and the ability to accomplish goals without much direct supervision.
  • Strong ability to assign and monitor work.
  • Excellent decision making and organization skills.

Travel Requirements:






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