Assistant Customer Solutions Manager

For Earth For Life

BASIC PURPOSE AND SCOPE OF POSITION

Assists the Customer Solution Manager in the day to day management of the representatives to coordinate all customer relation issues company wide and determine the best course of resolution that will maximize customer loyalty and retention.

PRINCIPAL ACTIVITIES: This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company's policies, procedures and guidelines:

• Manage day to day tasks of incoming call center operations and representatives.
• Implements and adheres to call center policies and procedures.
• Manages and monitors quotas for service volume and timelines.
• Provide timely and accurate voice, email and written correspondence to internal and external customers for the specific purpose of customer satisfaction and retention.
• Assists manager with companywide Customer Contact Database to assure customer concerns and comments are effectively identified, assessed, negotiated and appropriate action taken.
• Oversee Kubota's Customer Loyalty Connection (Customer Survey Process), interpret and report results and trends to upper management.
• Assist Legal Department with documentation and advice when dealing with customer concerns.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Lead training requirement for call center.
• Active participation in scheduling and confirming work activities.
• Deliver a Customer Support Experience based on the pillar of KUBOTA Service.
• Additional duties as assigned by management.

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business related field required.
• At least 5 years of call center experience.

• Experience managing operations with greater than (5) staff members preferred.
• Capability to coach and motivate direct reports preferred.
• Good customer relation skills, including ability to manage difficult customer situations.
• Effective project management skills.
• Ability to respond well under pressure.
• Good judgment/problem solving skills.
• Excellent oral and written communication skills, including the ability to present information effectively to all levels of the organization.
• Strong leadership qualities, with a good mix in delegating and controlling.
• Strategically minded, well organized and disciplined with ability to multi-task.
• Must be able to meet deadlines and handle a high-volume workload in a fast-paced environment and with strong attention to detail.
• Tested problem solver and solid corporate communicator.

DISCLAIMER:

The information provided in the description has been designed to indicate the general nature and level of work performed by incumbents within the classification. This description is not intended to be a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job/classification. This job is intended to include the current essential functions of the job. Management reserves the right to add or modify the duties and responsibilities and to designate other functions as essential at any time.

Kubota is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.