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InterVarsity Press

Asst. Contact Center Manager

InterVarsity Press
Westmont, Illinois, United States

Date Posted: 07/10/2013
Categories: Customer Service
Job Type: Full-Time

Job Description:
Assist with the workflow in the Customer Contact Center (CCC) and take over the CCC
Manager’s responsibilities in the event of her absence.
Interpersonal communication skills and technical acumen are crucial for success in this role.
Oversees the Customer Contact Center daily work flow.
1. Ensures that all customer contacts are handled in a timely and professional manner
2. Facilitates the processing of orders in a timely and accurate manner and
processes special handling type orders as needed
3.Creates new accounts
4.Responds to customers who correspond via email
Supports and backs up CCC manager as needed
1.Completes special projects as assigned
2.Maintains full authority of leadership in the absence of the CCC manager
3.Assists on a daily basis in routine support essentials
Participates in the overall team requirements of the Contact Center:
1.Adheres to a regular call schedule and coordinates breaks with others
2.Maintains a high level of knowledge regarding InterVarsity Press products, services,
policies, programs and procedures
3.Exercises independent judgment and makes independent decisions on a routine
basis within the overall objectives and parameters set by management
4.Projects a professional, courteous, attentive,and informed attitude to all customers including internal
5.Responds to customer inquiries and needs with a commitment to quality resolution
6.Demonstrates initiative and follow-through
7.Meets or exceeds all Contact Center performance and quality standards
Requirements and Qualifications
  • College degree preferred
  • Annual affirmation of InterVarsity’s Statement of Faith as a maturing disciple of Jesus
  • Prior management experience is desired
  • Flexibility to attend Urbana Student Missions Conference every three years,Dec. 26-Jan.1, and National Staff Conference every three years, approximately Jan. 3-8.
  • Strong verbal communication skills, including pleasing voice quality and diction
  • Ability to communicate effectively in writing
  • Ability to adopt a customer perspective and demonstrate a positive, enthusiastic, non-confrontational and professional stance toward any customer at all times
  • Orientation toward group participation and team accomplishment
  • Ability to work in a demanding, changing environment and handle multiple tasks
  • Technical skills, including proficiency with computers, support systems and keyboarding skills
  • Affinity for detail
  • Proficiency with computer database systems, email, and alpha and numeric data entry