Traxxas is looking for an energetic, enthusiastic person to lead and manage our team of call center representatives.  Our call center receives calls from customers with both technical and non-technical issues with their Traxxas radio-controlled models.

Key Responsibilities:

• Recruit and lead the customer service team
• Manage the training and coaching of customer service associates
• Educate the customer service team on newly introduced products
• Prepare monthly, weekly and daily reports
• Lead weekly team meetings
• Communicate and manage expectations for work adherence and achievement of service levels
• Manage the customer service team to be focused on maintaining the organization’s code & conducts
• Support team members in problem solving to attain a first call resolution
• Utilize all resources to address escalated customer issues in a responsive, timely manner to improve our reputation by creating moments of excellence for our customers
• Provide subject matter expertise
• Implement new ideas and evaluate current processes to drive productivity and satisfaction improvements
• Monitor and analyze telephone statistics and forecasts; adjusting staffing schedules to match call volume
• Other duties as assigned