Junior PEER Coach - International Airline

Auxillium is the most unique call center in the US and we are designed to support smaller call center projects both in-house and remotely. We help start-ups, smaller companies, and those that are outsourcing for the first time to build an enhanced Customer Experience. Auxillium offers business to business and business to consumer call center support in many different industries such as: sports, gaming, healthcare, dispatch, worker’s comp, medical research, and financial services. We believe in providing exceptional service to our clients and their customers, via excellence in quality, accuracy in data entry, and continued process improvement. We are passionate about helping employees learn, grow, and achieve a desirable career path. We are looking for self-starters who are interested in a genuine Career Opportunity! We recognize that our employees are the reason for our success and we strive to hire individuals with a persistent, positive attitude. At Auxillium, you will receive the support and tools you need to meet your goals and build a meaningful career. We are seeking dedicated, reliable individuals who exhibit our core values and are passionate about providing quality and excellence in the work they complete. https://auxilliumusa.com/. 

About Our Client

Our client is a French low-cost, long-haul airline based at Paris Orly Airport. It operates a scheduled network between France and worldwide leisure destinations with a fleet of Airbus A350s. Our client offers three booking classes consisting of basic, smart and premium for its two cabin classes of service consisting of the airline’s premium economy class and the airline’s economy class. Our client flies nonstop from New York City to Paris, San Francisco to Papeete, Tahiti, and from Los Angeles to Paris Orly Airport. 

Requirements

• Assist Senior PEER Coach in task assignments of a team of 10-20 Support Specialists.
• Deliver timely feedback to team members, Senior PEER Coach, PEER Manager and Site Director through multiple channels i.e., live monitoring, call reviews, real-time observations, etc. 
• Resolve and communicate complex and escalated customer and client issues in a timely manner. 
• Report daily to the Senior PEER Coach, PEER Manager and Site Director with respect to the day’s activities, efficiency, productivity, and quality of team members. 
• Assist Sr. Peer Coach in analyzing team performance to drive improvement in key performance indicators and close performance gaps.
• Assist Sr. PEER Coach in ensuring that all staff on the team are trained on new and current retraining opportunities.
• Assist Sr. PEER Coach with new hire training and refresher trainings. 
• Provides coaching and instruction in a supportive fashion to the team pertaining to product knowledge, operations, and skills-based training, per the PEER Model. 
• Drive process changes which may be identified as suggestions, improvements and updating of processes. 
• Assist Senior PEER Coach to ensure there is enough coverage within the roster. 
• Maintains the integrity of customers, clients, and operations and relationships by keeping information confidential.
• Abide by operational policies, enforce policies and be a role model to other team members. 
• Successfully execute new company rollouts.
• Use automation technology to optimize call center queues and workflows.
• Maintains the integrity of customers, clients, and operations and relationships by keeping information confidential.
• Ensures that Senior PEER Coach, PEER Manager and Site Director and are copied on relevant communication with client that impacts contractual obligations. 
• Performs other related duties as assigned by management. 
• This position is designed to complement the Senior PEER Coach position and therefore will be structured to not overlap too much with the Senior PEER Coach shift pattern. Therefore, the chosen candidate needs to:
• Undertake more evening shifts than daytime. 
• Work every other weekend (as current)
• Continue to take calls, answer chat, and emails and undertake regular duties. As the call center manpower increases this will be assessed so that the Junior PEER Coach is able to manage as well as undertake regular duties. 
• Must be a very reliable person, self-starter and motivated and willing to jump in where necessary and work the hours required. 

Call Center Qualifications:

• 1-2 Years previous experience in a (Call Center) Customer Service and/or Sales.
• Highly proficient in computer software, i.e., databases, CRM, and Microsoft office.
• Self-starter and ability to own projects from initial question development to rollout.
• Organizational and leadership skills with attention to detail.
• Outstanding communication skills (written and oral).

Competencies:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce. 
• Ethics - Treats people with respect; Keeps commitments: Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. 
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organizations goals and values; Benefits organization through outside activities: Supports affirmative action and respects diversity. 
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. 

Physical Demands and Work Environment: 

• Occasionally required to stand. 
• Continually required to sit. 
• Continually required to utilize hand and finger dexterity. 
• Continually required to talk or hear. 
• While performing the duties of this job, the noise level in the work environment is usually moderate. 
• Specific vision abilities required by the job include close vision; depth perception and ability's to adjust focus. 
• Additional remarks regarding work environment: call center environment.
• Specialized equipment, machines, or vehicles use only computers.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type:

Full-Time/Non-Exempt

Hours / Schedules

Hours to be discussed at interview, may include rotating shifts evening and some weekends.

Benefit:

Auxillium offers a competitive benefit package for full time regular employees which includes competitive pay rate, paid time off program, 401K, medical, dental, and vision plans. 

Salary Range: 

$21.00 Weekdays

$22.00 Weekends