Nesting Floor Support (Call Center) Job Description Sample Template

JOB TITLE:

  • Nesting Floor Support (Call Center)

DUTIES and RESPONSIBILITIES:

  • Provides daily assistance and coaching to trainees during the Nesting period by answering questions and providing coaching and feedback to reinforce training material and polish skills before they transition to the call floor.
  • Work closely with the Nesting Team Lead to ensure adequate training is provided.
  • Continuously assesses trainees’ development and makes appropriate recommendations to management.
  • Keeps management informed of trainees’ progress and potential issues or problems.
  • Responsible for handling call escalations, as needed.
  • Monitors and ensures trainees are remaining on task.
  • Ensures adherence to company policies, procedures, and guidelines.
  • Provides timely responses to emails.
  • Keeps current with company and call center updates.
  • Assists with special projects and performs other duties, as assigned.

EXPERIENCE and QUALIFICATIONS:

  • Excellent oral/written communication and interpersonal skills.
  • Solid customer service skills.
  • Strong attention to detail.
  • Excellent organizational skills.
  • Basic understanding of Microsoft Word, Excel, and email.
  • Ability to effectively handle multiple priorities in a fast-paced environment.
  • Strong work ethic, including exemplary attendance.

PHYSICAL DEMANDS:

  • The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • While performing the duties of this job, the employee is regularly required to talk and hear. 
  • This employee is frequently required to stand, walk, use hands or feet, and reach with hands and arms.
  • May be required to lift a minimum of 50 pounds.