Customer Service Administrative Coordinator - 2nd Shift Work from Home

POSITION SUMMARY: The 2nd Shift Administrative Coordinator, with a permanent residence in the state of Kansas, works remotely in our Contact Center At-Home Agent program Monday-Friday, 2:30-11:00 pm. They work closely and efficiently with customer service representatives, internal departments, customers, vendors, and key accounts to obtain profitable and customer friendly resolutions. The person in this role provides leadership, direction, and motivation to hourly associates in the contact center while supporting continuous improvement initiatives as directed by management. RESPONSIBILITIES: + Manage administrative responsibilities in a profitable, efficient, and customer friendly manner + Assist associates with questions, issues, and performance enhancement + Resolve escalated calls as needed in support of Customer Relations leadership + In partnership with the supervisor and HR, is responsible for the application of company policies + Manage areas of responsibility using key performance indicators and reports to leadership + Establish and maintain positive and effective working relationships among all functions/departments and with external contacts in order to accomplish the Company's mission and strategic goals + Possess a sense of ethics and an interpersonal management style that promotes a positive culture + Assist with incoming contact volume through all sources during peak traffic times + Additional duties assigned by leadership MINIMUM QUALIFICATIONS: + High school diploma or GED + Six months Customer Service or Contact Center experience + Ability to maintain a professional demeanor in interactions with all levels of team members + Ability to work with customers in a courteous and professional manner + Must be equipped to handle unpleasant customers and should always resolve issues in the best interest of both our customer and company + Strong interpersonal skills to include team building and conflict resolution + Ability to identify problems and develop solutions quickly + Strong verbal and written communication skills + Demonstrated skills using Microsoft Word and Excel + Ability to work days and weekends as needed to cover business needs outside of normal 2nd shift + Strong working knowledge of Golf, Baseball, and/or Softball is a plus + Multi-lingual skills are a plus PHYSICAL REQUIREMENTS: + Must be able to sit for the majority of a work day while viewing a computer screen for extended time period REMOTE WORK SITE REQUIREMENTS: + The remote work site may be in an employee's home or any other satellite location with the employee's permanent residence in the state of Kansas + All necessary computer equipment is provided by TGW + Internet service is required (at the employee's expense) + For security purposes, a direct wired connection to an internet service is required, no Wi-Fi connections + Must be able to travel to Wichita, KS (at the employee's expense) when applicable for New Hire Orientation, on-site training, future equipment needs and company meetings