Current Opportunity:
Full-time Consultant

NOTE:  If you applied for this position two or three weeks ago and never heard back, please reapply!  Due to a technical issue, we never got a single resume--they all went into a cyber-vacuum.

We have an immediate opening for an exceptional, team-oriented consultant with solid contact center and customer service skills.  Ya gotta be sharp!  Ya gotta be able to work independently!  Ya gotta have a passion for helping clients create world-class customer service.  If that sounds like the kind of customer service professional you are, then you may be the person we’re looking for!  

Our ideal candidate will have 5 years or more of customer service experience in the call center industry, including specific experience in creating, implementing and managing call monitoring programs.  You’ll have leadership experience either within a call center or on the client side of an outsourced relationship.  Skills we look for include

• call center management
• rep motivation
• online customer service (chat, email, co-browsing)
• automated self-service (especially speech recognition)
• call and mail volume forecasting and workforce planning
• call center and mail handling metrics and analysis
• writing call scripts and consumer correspondence
• reporting
• training

Excellent written and verbal communication skills and a flawless sense of humor are essential to work with us!  Your MS Word, Outlook, and Powerpoint skills need to be rock solid.  Light travel is required immediately (day trips and/or one night away) with a possibility in the future of 20% (or more) travel.

If this describes who you are, please e-mail your resume with a cover letter including your salary requirements to: humanres@kowalinc.com.  Please show “02-06 Customer Service Consultant” as the subject line.

Kowal & Associates, Inc. is an equal opportunity employer, committed to encouraging diversity in our workplace.