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| Support Line Specialist (SLS) Job Description |
| 1) Receive incoming telephone calls from customers who are seeking guidance in using Legacy Publishing products. Assess the caller’s situation and offer specific suggestions in using the product to achieve the best results. SLS may be asked to respond to customers using email, on-line chat, or other technologies. 2) Conduct any necessary customer follow-up which could include, but is not limited to, contacting customers who called in but who were dropped from the queue. It may also be necessary to contact customers after the line is closed. 3) Document the nature of both incoming and outgoing telephone contact in the Online Call Center (OLCC). Processing technical requests for the customer, including, but not limited to Support Line signup and Empowering Parents signup. 4) Forward any calls requiring customer service (CS) attention (i.e.: billing, product damage, shipping status) into the customer service queue directly, or, if after hours, direct customers to call back during CS hours. 5) Report any customer suggestions or concerns to the SLS Manager for review. 6) Identify customers who may be appropriate candidates to participate in testimonials or other promotional activities for Legacy Publishing programs. With customer’s permission, forward their contact information to the Creative Director. 7) Attend individual supervisions, team meetings, or trainings, as scheduled by the SLS Manager. 8) Work will be scheduled by the SLS Manager during times that enable coverage of the SLS line. This may be during a time of day not usually covered by the SLS. 9) Monitor recorded calls for quality assurance during times when the SLS is not on a call servicing a customer. Calls to be monitored are not limited to SLS calls. They may include sales, non sales or CS calls. 10) Perform other duties as directed by the SLS Manager. It is expected that non-productive time will not exceed 20%. 11) External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis. |
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