General Staff Jobs

Company Overview:

Brook Valley Management has been in stable and profitable operation for over 40 years. We offer good benefits, great pay, and exceptional growth potential. Our company is experiencing double-digit growth and we are seeking a talented and experienced Contact Center Manager to lead our call center operations team to support donation growth in our markets.

To be a successful Contact center manager, you should be focused on improving your team of representatives and Contact center practices. You should be observant and meticulous and possess an understanding of the business, the products and services, and the issues representatives are facing on the phone and other electronic customer/donor service communications. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Essential Duties and Responsibilities:

Operational Excellence:

· Be a key, contributing member of our multi-channel donation growth initiative, World Class Collections Organization (WCCO), representing the needs of the contact center and helping to shape the vision for systems and processes needed to achieve that goal.

· Achieving contact center performance objectives for Average Seconds to answer, percent of calls answered within 25 seconds, Call abandon rate, hold time, Average Talk time, first call resolution and email/text/chat response time.

· Assist in establishing contact center objectives, provide representatives with opportunities to expand their knowledge of service and troubleshooting techniques, analyze contact center data, and focus on improving performance.

· Identify areas for improvement and implement strategies to optimize call center operations, enhance efficiency, and deliver exceptional customer experiences.

· Conducts workforce planning activities, including setting staffing levels, scheduling, and resource allocation, to ensure adequate coverage during peak and off-peak periods. Develop data-based scheduling for 6 days per week to ensure maximum customer service levels are maintained.

Staff Development and Training:

· Recruit, train, and develop a skilled and motivated call center team, including supervisors, to foster professional growth and maximize employee performance.

· Conduct performance evaluations, provide coaching and feedback, and address employee performance or behavioral issues in a timely manner.

· Implement ongoing training programs to enhance the team’s customer service skills, product knowledge, and call handling techniques.

· Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding best practices and explain expectations to employees.

· Ensuring staff members achieve desired service levels and taking corrective actions, as needed. Ensure that all agents are routinely monitored, coached, or retrained as necessary to maximize performance. Conduct monthly and quarterly performance evaluations of each team member.

Organization Support Activities:

· Assist other management team members in identifying trends and establishing contact center goals.

· Preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.

· Produce daily reports that inform the broader Collections organization about collection volume, partner and drop-off box collection timing exceptions and contact center KPI’s.

· Taking on other tasks or projects to support employees, other managers, and contact center operations.

· Works cross functionally with collections/logistics teams to identify process improvement opportunities and be a change agent for better results.

Expectations within the Position:

· Ability to grow with the Organization to take on Director level responsibilities as WCCO multi-channel sourcing and growth objectives are put in place.

· Must be able to drive with a sense of urgency and thrive in a high activity multi-tasking environment.

· Must demonstrate an understanding of how to successfully set and obtain target goals and incentive programs that drive performance.

· Must have excellent coaching skills, action plan development skills, and can identify training needs for continuous performance improvement.

· Motivator – able to motivate and encourage others with a cheerful outlook.

· Must be able to maintain a friendly attitude towards team members, co-workers, and customers.

Required Knowledge, Skills, and Abilities:

· Demonstrated capabilities and background with leading contact center technical solutions, such as predictive dialers, IVR systems, integrated Customer Relationship Management (CRM) solutions, and other omnichannel tools.

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.

· Knowledge of management principles and familiarity with company services and charity partners.

· Strong coaching and leadership skills, ability to motivate employees.

· Decisiveness and diligence.

· Polite, professional phone voice.

Education, Experience, Training Required:

· At least 8 years of contact center leadership experience in highly automated contact center environments. Contact Center experience within companies providing In-field Service, truck dispatch/routing, donation requests, and non-profit solicitation requests a big plus.

· Bachelor’s degree preferred; or a combination of education and experience that yields the required knowledge, skills, and abilities.

• Prominent level of diplomacy and people skills.

• Bilingual (English & Spanish) is an asset.

Brook Valley Management

As the Client Service Representative you are the first contact the clients have; this is where first impressions are made. The person in this position must be able to recognize and meet the client’s needs, which include feeling welcomed and comfortable, being understood, receiving timely service, being remembered and recognized, and feeling appreciated.

Responsibilities

• You demonstrate the ability to accomplish tasks, knowing when to ask for assistance
• You display excellent communication skills with your peers, clients, and team
• You greed clients and patients by name in a friendly manner
• Recognizing and meeting clients needs
• Making pets feel welcomed
• Answering and facilitating incoming calls according to hospital policies
• Learn to use basic medical terminology, abbreviations, and key medical terms
• Recognizing severe/serious cases in need of immediate attention
• Keeping animals isolated from others when necessary
• Performing opening and closing procedures
• Make and confirm client appointments includes making sure the appointments flow easily
• Answering phones and directing clients to speak with a veterinary technician or veterinarian for all medical advice
• Making sure all files are kept neat in alphabetical order and client information is legible as well as current on addresses and phones numbers.
• Preparing patient charts for surgical procedures, and drop offs for technicians and doctors
• Ensuring patient medical records are obtained prior to appointments and added to patient records
• Keeping desk and reception area neat and organized, making sure all forms, paperwork files, tags and prices lists are out and available for the Doctors, veterinary technicians and veterinary assistants as needed.
• Collecting fees for services, writing up sales slips/receipts, and dismissing patients.
• Doing daily receipts.
• Be a vital member of the veterinary team working with veterinary technicians, veterinary assistants, and veterinarians

Qualifications

• High school diploma or equivalent.
• You are passionate and motivated to provide exceptional customer experience.
• You love working with animals and people and recognize that owners are an extension of their pets.
• You posses excellent customer service and communication skills.
• You are comfortable adapting to new scenarios, willing to learn new techniques, and think outside of the box
• You have excellent phone etiquette
• You are comfortable working in a paperless environment (using computer systems, PIMS systems, and credit card processing systems)
• You have the ability to work in a team oriented environment and are happy to pitch in wherever and whenever you are needed
• You possess a positive attitude and demonstrate excellent interactions skills with clients and animals in the reception area.
• You are able to handle money transactions accurately and with honesty.
• You posses sound decision-making and multi-tasking skills while working in a fast paced and sometimes stressful environment.
• Availability to work nights, weekend, and some holidays.

URvet Care Primary and Urgent Care

Senior Customer Success Manager – Publishers – AdTech – NYC Hybrid

The Role:

• This role came about through expansion.
• It’s an individual contributor role in which you’ll be the face of the company to publishers.
• You’ll be responsible for managing the relationships with customers.
• Support with onboarding and software integration processes for large media publishers by coordinating internal and external resources.
• Support the team in monitoring and analysing performance metrics in order to grow revenues and identify upsell and expansion opportunities.
• Communicate business intelligence from partners to the product management team in regards to new product development features.
• Be a product expert!
• This is a hybrid role, and you are required in the office two days per week. Most people go in on Tuesdays and Thursdays.

The Company:

• Global company with offices across North America and EMEA
• They made several acquisitions in the last 18 months – each brought different capabilities related to AdTech/ Media
• Unicorn company – valuation close to $2 Billion
• Total funding is nearly $400M to date across several big rounds
• Backed by well-known and reputable investors
• Big, open and bright office in Soho with lots of plants. They do Thursday afternoon Happy Hours and have stocked beer and wine fridges as well as other social events for all employees.
• Catered lunches on office days.

The Ideal Candidate:

• 3-6 years’ experience in customer service/ customer success roles
• Experience in the Media or AdTech space or agency sales in a Media company
• Experience working with Publishers

What You’ll Get:

• $115,000 – $125,000 base, $40,000 uncapped commission on top
• Share Options, medical, dental, vision, 401k match, Life and Accident Insurance, unlimited PTO

Job code: 47464

Finlay James

Shook, Hardy & Bacon has long been recognized as one of the premier litigation firms in the country. For more than a century, the firm has defended companies in their most substantial national and international products liability, mass tort and complex litigation matters.

The firm has leveraged its complex products liability litigation expertise to expand into several other practice areas and advance its mission of “being the best in the world at providing creative and practical solutions at unsurpassed value.” As a result, the firm has built nationally recognized practices in areas such as intellectual property, environmental and toxic tort, employment litigation, commercial litigation, government enforcement and compliance, and public policy.

This position is located in Kansas City, MO.

Overview:

As our Billing & Collections Coordinator, you will work with client/Billing Attorney on preparing and reviewing invoices.

What you will do everyday:

• Based on client and Billing Attorney requirements, performs override calculations and changes.
• Assists with identification and reconciliation of payments received.
• Pro-actively monitors aging of client’s unbilled fees and costs and A/R for assigned Billing Attorneys.
• Works with Billing Attorneys to address aged unbilled fees and costs.
• Coordinates billing and collection efforts with Billing Attorneys on behalf of the Accounting department.
• Supports preparation of and reporting against client budgets.
• Uses various department software programs (Elite) to maintain and/or prepare information for others.
• Prepares various reports through billing system and is able to make modifications as requested.
• Confers with clients regarding billing deadlines, billing /rate inquiries and concerns with billing statements.
• Gathers monthly, quarterly and annual billing and rate information, prepares reports and statistical data when necessary.
• Prepares and ensures billing/payment information is accurate for all write-offs.
• Masters client billing guidelines and examines work for accuracy and conformity to client guidelines and firm policies and procedures.
• As requested, may provide basic financial data and analysis; may prepare complex charts, graphs or reports.
• Is assigned special projects and ad hoc projects and requests from Billing Attorneys and/or supervisor.

Some Requirement Highlights:

• Three years work experience within the accounting function of a service sector organization
• Bachelor’s degree (B. A.) or equivalent from four-year college or university in accounting, finance, information technology or other quantitative field of study.
• Advanced skills in Excel spreadsheet.

Shook offers career stability and a hybrid work environment. Interested? Apply today!

Shook, Hardy & Bacon L.L.P.

Great home furnishings—and great careers—start at American Freight. Founded in 1994, today we have more than 370 direct-to-consumer, warehouse-style stores. As one of the fastest-growing US retailers specializing in furniture, mattresses, and appliances, now is the perfect time to join our team of more than 3,500 employees. We foster an inclusive culture and work hard to retain top talent. Our focus on promoting from within has led to hundreds of internal advancements into management and leadership positions. In the past three years we’ve opened nearly 200 American Freight stores, with more to come in the days ahead. Our story is still unfolding, come grow with us!

The Director of Customer Experience & Call Center Operations is responsible for the overall strategy and execution of all call center support services and the broader omni-channel customer service experience. He/she will partner and collaborate with all levels of the organization to develop and improve the customer experience.

The Director of Customer Experience & Call Center Operations will manage all aspects of call center operations. This includes managing the external customer experience through phone calls, email, online contact support, and store-generated help tickets. The Director will be responsible for achieving and maintaining established performance benchmarks to ensure a consistent and positive customer experience.

The Director of Customer Experience & Call Center Operations leads a growing onshore call center team of 1-3 managers, 2 hourly leads, 8-12 customer call agents, and a store support team of 4-6 agents. This role will be responsible for all call center operations and customer experience processes, including escalated customer issues resolution, corporate and field customer service process, help ticket support, online support, transaction re-entry, chargeback disputes and reporting, national delivery refunds and support, and the national Customer First program.

• Develops and implements strategies for current and future contact center services and growth
• Manages the P&L for lines of responsibility including bank card expense, contact center vendor expense, departmental payroll, and travel
• Identifies and sources technological solutions for contact center management needs (telecommunications systems, call stat reader boards, ticketing systems, CRM, etc.)
• Will oversee one or more team managers for inbound/outbound and internal/external contact center service offerings
• Coordinates complex service model incorporating multiple internal/external customer touch points (phone, email, ticketing system, chat, message boards, social media, etc.)
• Orchestrates the development and maintenance processes for Knowledge Management to enable end users to complete more through self-service and reduce support times
• Define staffing requirements, scheduling standards and processes to support a growing store base
• Own the help desk process and partner with IT and vendor providers to streamline and optimize support processes
• Build a performance culture strongly centered around key metrics and customer service ratings
• Champion recognition programs to honor both team and individual performance
• Lead, coach and mentor team managers/leads to effectively manage call center agent performance
• Present updates to executive team members covering call center metrics, staffing, key projects, and strategic planning
• Negotiate contacts with vendors for support services as necessary
• Ensure timely on-going training is developed for both internal/external teams for changing processes and business initiatives
• Ensure all call center processes are properly documented and updated when changed
• Participate in company initiatives on collaborative, cross-functional teams as required
• Handles escalated customer complaints and provides updates to executive team members
• Other projects as required

American Freight is an equal opportunity employer. We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, separation, recruitment, pay and other forms of compensation, access to facilities and programs, training and general treatment during employment.

American Freight Furniture, Mattress, Appliance

Customer Sales Support – Sales Support Specialist (Experienced)

About DAF Products:

DAF Products, Inc. has manufactured, produced, and supplied industrial fabrics and technical textiles to manufacturers and distributors for over 30 years. While we stock a diverse product line in locations across the USA, DAF specializes in custom solutions. That can mean custom stocking, custom manufacturing, and even custom products. DAF’s custom solutions allow our customers to get the product they need, at competitive prices, all without sacrificing quality. (Our fabrics are not currently used in the fashion industry)

DAF Products is a family-owned corporation with 20 employees based in Wyckoff, New Jersey.

Responsibilities

• Work In Office – No remote option at this time.
• Communicate with customers via phone and email
• Data entry in various platforms
• Assist sales representatives and management in developing new accounts, qualifying accounts, preparing pricing, and delivery quotations, and sending literature and samples
• Provide effective communication with sales reps, management, and customers
• Implement timely invoicing of all orders, calculating and posting all sales rep commissions
• Obtain and coordinate freight rates and arrangements
• Coordinate assigned slitting orders, required labeling, bills of lading and packing memos for shipments
• Handle customer complaints, returned good, and credit memos
• Contact customers to obtain new orders
• Help Identify potential customers
• Monitor Inventory Regularly

Qualifications

• College degree or at least 1 – 3 years’ of relevant work experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work

Compensation

• Starting Salary to be negotiated based on experience ($45,000-$52,000)
• Employer Paid Health Insurance after 90-day waiting period (100% health insurance premiums plus deductible paid by employer)
• 401K after 1 year (entry dates Jan 1 and July 1)
• 90-day probationary period
•  Two-week vacation after 1 year of employment
• 5 sick/personal days after 1 year of employment
• 1 sick/personal day for each quarter worked until 1 year of employment reached
•  Vacation and personal time negotiable for 1st year of employment

Why Should You Choose DAF

We believe that employees and family always come first. Come join our family!

DAF Products

Summary

• Spigen’s Customer Support Coordinator will support the company’s customer service activities by overseeing and assisting customer support agents, resolving customer questions or complaints, and working with Customer Support Team Manager to help develop training plans and support procedures to enhance productivity and performance.

Job Duties

• Answering supervisor forwarded customer tickets for Assigned Support Channel
• Manage Customer Service Metrics (Message SLA, Negative Feedback)
• Establish and update customer support standards
• Daily/Weekly/Monthly report of support performance data
• Provide Direct Customer Support & Back up support for daily support tickets
• Other duties as assigned

Skills

• Communication Skills
• Problem-solving Skills
• Conflict Resolution Skills
• Documentation Skills
• Attention to detail
• Ability to prioritize tasks in a fast paced environment

Requirements

• Strong written and oral communication skills
• Maintain a positive attitude while performing repetitive tasks
• Be able to type and enter data accurately
• Some customer support experience
• Experience with Help Desk Ticketing Systems / Help Desk Software (Preferred)
• Experience with Google Suites, MS Excel, PowerPoint (Preferred)
• Bachelor’s degree in related field or equivalent work experience
• U.S. work authorization required
• New employees to Spigen Inc, will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov

Work Hours

• 8 AM – 5 PM
• Monday – Friday

Benefits

• Insurance: Medical, Dental, Vision, and Life
• 401(k) plan up to 6% (eligible after 1 year of employment)
• Paid Time Off up to 10 days
• Paid Sick Leave: 10 days
• Lunch provided
• Employee discount
• Able to work from home
• Sponsorship: Green card & H1B
• Etc.

Spigen Inc

A Victoria’s Secret & Co Customer Experience Manager is a values-based leader who delivers exceptional customer and associate experiences to grow top line sales. This role reports to the Store Manager.

Primary Responsibility:

The Customer Experience Manager is responsible for driving and growing top-line sales by leading the sales floor, coaching and development of the team, performance management, and selling. In addition, the Customer Experience Manager supports operational excellence through maintaining visual standards, payroll management, and merchandise availability.

Direct Reports as assigned:

Customer Experience Lead(s) and / or Associates

All Store Leadership Team responsibilities include:

• Leading and demonstrating company values within the store.
• Delivering exceptional customer experiences in the role of the Customer Sales lead through coaching, zoning, team selling and personally selling.
• Conducting associate observations
• Displaying an understanding of all associate roles and ensuring all roles work for the good of the team and the customer.
• Linking results to behaviors and actions to drive top-line sales.
• Managing labor hours within the store to drive top line sales and profit.
• Owning the overall appearance and presentation of brand by maintaining visual merchandising standards.
• Collaborating with Sales Leadership Teams to ensure seamless communication and execution of required actions of the brand.
• Demonstrating and leading company policy and procedures.
• Additional duties as assigned, including but not limited to: Floorset mapping and execution, Product launch support, staffing & onboarding, and shipment processing.

Qualifications:

• Passion for Victoria’s Secret Brand.
• Ability to improve customer satisfaction and drive customer loyalty.
• Experience reviewing business reports and insights and taking immediate and deliberate action to achieve results.
• A sense of self-awareness with an interest in seeking feedback to improve and develop.
• Experience selecting and developing direct reports to the next level and creating an environment where people do their best work.
• Ability to monitor/track progress and incorporate feedback into decision-making.
• Proven ability to link company strategies to day-to-day activities and inspire a team to deliver total company contribution.
• Experience with influencing cross-functional partners in informal and formal settings to get things done.
• Ability to work nights, weekends, and a flexible schedule.
• Ability to stand for long periods and frequently bend, kneel, and lift.
• Ability to use technology (headsets, mobile devices, computers).
• 3+ years of retail leadership experience preferred

An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws.

We only hire individuals authorized for employment in the United States.

Victoria’s Secret & Co.

• Initiate, participate and prepare for client meetings with assigned Relationship Manager(s) and Portfolio Manager(s). Engage in meeting follow-up.
• Document client requests and completion of activities in customer relationship management and portfolio accounting systems.
• Engage in ongoing, proactive communications with client and other professionals unique to the relationship.
• Maintain a high level of understanding of current investment topics, tax law updates, qualified plan contribution limits and general economic developments.
• Meet with assigned Relationship Manager(s) on an ongoing basis to review status of outstanding tasks and calendar of upcoming events. Spearhead the effort to increase formal client contacts throughout the year.
• Leverage internal and external resources in conjunction with the assigned Relationship Manager(s) to achieve client objectives.

Qualifications:

• Bachelor’s Degree (advanced degree preferred)
• Minimum of 3 years of relevant professional experience
• Transferable experience in Banking, Law, Insurance, Sales, Marketing, Consulting or Finance is preferred
• Must have Series 65 or Series 7 license/certification. In addition, progress towards Certified Financial Planner ® designation is desirable.

David Vaughan Investments, LLC

Regional West Health Services is an independent, integrated health care delivery system based in Scottsbluff, Nebraska that is seeking a Director of Perioperative Services.

Our mission is a commitment to advancing the health and wellness of the individuals and communities we are honored to serve.

To serve this mission, you will be delivering quality nursing care while utilizing critical thinking skills according to nursing best practice standards. You will serve as a clinical resource to assist with education and development of new staff and use your critical thinking to make decisions related to clinical issues in the department.

As an RWHS Director of Perioperative Services, you will:

• Use critical thinking in the application of knowledge and clinical skills to facilitate staff development to achieve appropriate patient outcomes.
• Utilize unit-staffing model as a guideline and adjusts staffing levels based on acuity, census and staff experience. Responsible for final approval of all employee schedules.
• Assists with personnel management including hiring decisions, employee coaching, and corrective actions.

You may be a good fit if you have:

• Graduated from an accredited school of nursing, Bachelor of Science Degree in Nursing (BSN) required, Master’s Degree preferred
• Compact or State of Nebraska Registered Nurse License; must have NE license within 90 days of hire.

RWHS offers relocation.

We look forward to speaking with you.

Regional West Health Services