Customer Service:• Manage customer service staff or resources that responds to customer questions, complaints, inquiries and orders for the organization’s products and/or services. • Interpret and clarify policies and procedures for customers and customer service representatives. Resolves difficult and complex problems.• Identify resources required to deliver high degree of customer service as well as ensuring data entry efficiency and accuracy. • Identify need for new procedures and maintain current versions of relevant existing and new standard operating procedures (SOPs).• Update member records and/or be responsible for the integrity of the membership database/association management system. • Responsible for accurate, efficient, and timely monthly billing of membership and certification renewals.• Manage/coordinate a centralized call center function. Create procedures for phone support, call routing, and general scheduling of phone coverage.• Provide timely responses to customer inquiries by telephone and/or email in an in- or outbound service center.Database Administration:• Maintain CWEA’s database; to include periodic upgrades and service pack updates.• Work directly with Associate Management Software (AMS) technical/support team for proper functionality, support, and to enhance features.• Lead in implementing new database interfaces, customization, and system override.• Collaborate with staff to ensure AMS needs are met.• Maintain professional and efficient vendor relationships and manage work performed by outsourced functions.

• Manage team of 4 Pay Per Call product support, listing review team, and Call Cloud• Ensure day-to-day operations and long term vision of web, mobile, and print ad distributions are handled properly• Resolve escalated issues from our advertisers, issues may include site and reporting discrepancies as well as ad campaign optimizations• Ensure company SLA are met on a constant basis• Facilitate weekly meetings for support and engineer team to ensure system bugs are identified and resolved as well as follow up• Gather monthly department metrics for senior management to review• Evaluate and analyze Net Promoter Score (NPS) surveys and address areas of concern to improve our customers experience• Revamp training documents for all processes in the Pay Per Call and Call Cloud department• Perform yearly employee reviews and help develop team and individual goals

• Directly train and manage call center, parts warehouse, and help desk department – as many as 12 people (in-house and remotely)• Ensure day-to-day operations are running smoothly in each department• Work with established team• Resolve escalated internal and external customer issues• Assist Vice President of Service with service support needs• Compile all monthly service reports (such as Inventory Values, Parts Reserve, Technician Statics, KPI and P&L) to report to company headquarter for Nation Rankings• Participate in National Projects to help develop new company processes• Travel as needed for training, to train, and to participate in special projects • Fill in for shortages in the dispatch and parts department• Answer service calls in a heavy call volume setting using ACD system• Assign calls based on assigned territories and trained products to field service technicians• Input service calls into Tesseract program• Work closely with area service managers to insure balanced call load for each technician

• Accurately and efficiently ring up sales• Expedite front lines and direct customer flows• Assist in training all customer service associates in front end policy and procedures• Authorize and ensure validity of customer returns• Perform and train all nightly close outs including cash closeouts• Respond to customer complaints and issues• Create work schedule to ensure full coverage of department• Manage customer service schedule to ensure adequate coverage at all times