TSC SME Job Posting


Location:Dubuque, IA

Pay: Varies Depending on Experience

Hours:  FT – PM

Job Summary:  This position is responsible for Customer Escalations, Assisting Agents with General Billing & Account Questions, Assisting Agents with Billing Misquote Questions, Assisting Agents with Handbook / Einstein Questions, Assisting Agents with Product & Promotional Questions


Other Duties and Responsibilities

  • Maintains a high level of efficiency and production throughout the personnel of the site
  • Ensures all agents on team are in process
  • Continually instruct and assists agents to help achieve quality goals
  • Counseling team members on performance, behavioral issues, call quality, and products
  • Provides continuous development and maintenance of all sales training programs
  • Develops performance plans for agents quality scores
  • Facilitate and coach agents on performance,
  • Monitors calls
  • Adheres to all new promos and ensures correct sales pitches are being made
  • Keeps updated on all current training
  • Ensure environment cleanliness
  • Recognize, document, and alert director of trends in customer calls
  • Meets quality quotas set by director
  • Ensure compliance of company policies, regulations and safety procedures
  • Maintain a clean work area and be well organized
  • Ad hoc assignments as per Site Lead
  • Ad hoc assignments as per Director
  • Answers questions to develop agents on new products
  • Tracks P/100 movement
  • Adheres to all new promos and ensures correct sales pitches are being made
  • Continuous interaction with continuation trainers around promos, price changes, offers, etc.
  • Attendance to all conference calls and meetings as requested



Education:  High School Diploma, GED, or equivalent work experience

General Candidate Experience:

  • Basic reading, writing, and arithmetic skills required. This is normally acquired through a high school diploma or equivalent
  • Knowledge of modern business and customer communications, including grammar, sentence structure, and style
  • Knowledge of organizational strategy and priority management
  • Must be able to review various data results, analyze & comprehend trend analysis to then create & implement service improvement plans to close gaps.
  • Skill to use a computer at high efficiency. Experience using Microsoft Word, Excel, Outlook, and PowerPoint in preferred. The ability to type 25 wpm.
  • Experience in managing others is preferred
  • Strong motivational skills
  • Good numerical and analytical skills
  • Skill to communicate effectively with employees
  • Ability to handle a high stress environment
  • Ability to handle and resolve recurring problems
  • Must be able to handle multiple priorities and conflicts
  • Willingness to work in a fast pace work environment
  • Ability to be proactive
  • Industry experience required
  • Professional work behavior
  • Pass a drug test
  • Exceptional attendance
  • Performing with measurable numbers
  • Show the job is a good fit for you
  • Enrolled or Completed Achieve Training

How To Apply: Send resume along with a cover letter to calvin.bradbery@focusservices.com by eob 1/26/2018