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Job Title:

Customer Service Coach

Job Post ID:


Posted Until:







1st and 2nd Shift


Full Time


Administrative / Office

Job Description:

The Customer Service Coach mentors and teaches a department of call center representatives, while also serving as a customer’s main point of contact. This role motivates the team to provide an exceptional experience to every customer, serves as a subject matter expert, and leads by example. In conjunction with department leadership, the Customer Service Coach also identifies and implements process improvement and efficiencies for the department.


Identifies and responds to customer’s needs based on defined procedures with a goal of first call resolution
Escalates calls to supervisor, escalations team, or other support areas when necessary and appropriate
Resolves client concerns by clarifying concerns and researching alternative solutions
Achieves individual goals (quality, first call resolution, adherence, customer satisfaction, etc.) and contributes to team goals as outlined by leadership
Maintains the highest level of customer service delivery by coaching, developing, training and mentoring team members on all customer interactions
Ensures calls, emails and chats are executed in a professional and courteous manner and adheres to SMS standards
Demonstrates and maintains accurate documentation in customer service systems
Assists team leadership in measuring productivity
Provides feedback to teams and individuals on successful customer interactions, along with areas of improvement and development
Analyzes data and presents trends to leadership
Leads by example and fosters a positive work environment
Ensures confidentiality of internal and external data
Performs ad-hoc projects and other duties as assigned

Job Requirements:

Role Specific Skills

Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required
People Management Skills

Proficient in coaching, mentoring and teaching a team on a day to day basis, within a broader organization structure

Minimum Qualifications

3-5 years of experience in customer service, operations or training field
Other Relevant Qualifications

Associates Degree preferred
Bachelor’s Degree preferred
Customer service or operations leadership preferred

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

This position is not eligible for visa sponsorship.


Medical, dental, vision, PTO, 401k

Company Information

SMS Assist provides a fully managed business solution to more than 185,000 customer locations with a network of over 20,000 Affiliate subcontractors. Using its unique business model and proprietary cloud-based technology platform, SMS Assist continuously reduces customer costs to maintain their properties, while improving service quality and speed of delivery.

Other Information: