AFFINITY DEVELOPMENT GROUP

Job Description

JOB TITLE:
Call Center Monitor
DEPARTMENT:
Call Center
SUPERVISOR:
Call Center Supervisor
FLSA STATUS:
Non-Exempt
MANAGES STAFF:
Yes
SCHEDULE:
Monday - Friday, Flexible Hours
JOB LOCATION:
San Diego Office
PREPARED DATE:
May 2016

JOB SUMMARY:

Provide quality monitoring to ensure Customer Service Representatives exceed expectations.

Coach Representatives where needed to ensure overall performance achievements and instill the
importance of providing a positive experience for the Costco member. Ensure incoming calls are
processed accurately and in a timely manner with appropriate follow through; be a responsive
team member to meet and/or exceed all objectives; use good judgment to achieve
departmental/operational objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Monitor:

 Monitor and submit appropriate forms to Representatives to recognize their efforts and/or
correct areas needing improvement
 Coach and retrain one-on-one as needed
 Manage monitoring responsibilities
 Report matters warranting attention to manager(s)
 Complete and submit monitoring reports as required

Customer Service Representative:

 Handle incoming calls promptly with tact and courtesy

 Establish positive rapport with member
 Analyze requirements and satisfy members’ needs
 Resolve member complaints accurately and timely with proper follow through
 Record information accurately in call center’s database and/or shared systems as required
 Provide feedback to manager(s) with reference to trends, possible problem areas and
suggestions to improve overall departmental/company goals

10251 Vista Sorrento Parkway, Suite # 300, San Diego, CA 92121

Phone 858.643.9324 – Fax 858.643.9354
 Review informational material provided to improve knowledge of related industry
 Be safety conscious in work habits and environment
 Adhere to established policies and procedures
 Complete special projects and assignments, as required

JOB REQUIREMENTS:

 Excellent job knowledge and organizational skills

 Maintain high standards of customer service excellence
 Maintain a high level of morale and commitment to the call center goals
 Superior written and verbal communication skills; be clear, concise and error-free providing
feedback directly and constructively
 Recognize agents’ attempts at improvement; inspire staff to learn and have confidence in
themselves to attain greater success
 Excellent listening skills; be thoughtful and responsive creating a good rapport
 Winning attitude, energetic and enthusiastic
 Good work ethic; be a good role model, teacher and guide
 Be focused; look for ways to help others
 Exercise good judgment and use initiative; demonstrate integrity and honesty
 Follow and give directions
 Be accountable for your performance and results
 Experience with PCs, Windows and databases
 Keyboard Ability: 45 wpm

10251 Vista Sorrento Parkway, Suite # 300, San Diego, CA 92121

Phone 858.643.9324 – Fax 858.643.9354