Sr Customer Service Liaison Job Listing at Coinstar in Bellevue, WA

Coinstar, Inc. (NASDAQ: CSTR), voted one of FORTUNE's '100 Fastest-Growing Companies', is a leading provider of automated retail solutions offering convenient services that make life easier for consumers and drive incremental traffic and revenue for retailers. The company's core automated retail businesses include the well-known Redbox self-service DVD rental and Coinstar self-service coin-counting brands. The company has approximately 36,000 DVD kiosks and 20,600 coin-counting kiosks in supermarkets, drug stores, mass merchants, financial institutions, convenience stores, and restaurants. For more information, visit www.coinstarinc.com.

Sr. Customer Service Liaison

This role contributes to Coinstar's success by working directly with customer service leadership and key business partners for multiple lines of business to manage a consistent support model experience.  This includes the delivery of relevant content and communications for phone, chat, email, and social media Customer Service Representatives. This position will also lead efforts to calibrate call quality, create methods procedures for CSRs, and represent the end-to-end Customer Experience.

Summary of Key Responsibilities:

· Responsible for creating and communicating real-time procedural information to multiple audiences

· Develop working relationships with other departments and regularly interface with CSRs and Executive-level leadership

· Lead cross-functional teams in the launch and management of projects or programs that will cause contacts to customer service

· Responsible for tracking all upcoming initiatives and communicating those internally with the customer service leadership team

· Works closely with multiple LOB Owners and contact center teams to identify process improvement opportunities

· Lead cross-functional process improvement projects or independently work to improve processes and departmental metrics

· Partners with teams to insure that real-time communications are aligned with long-term process changes

· Other duties as assigned

Qualifications Experience:

·         4 year college degree required

·         5 … 10+ years of experience in customer service operations, methods procedures, project/program management

·         Excellent interpersonal skills, including building strong partnerships with other departments, vendors and Contact Center leadership

·         Proven experience in effective written and oral communications

·         Advanced knowledge and 5+ year of experience with Microsoft Office applications including PowerPoint, Visio, and Excel

·         Exceptional organization skills including time and priority management and the ability to balance multiple projects while managing day-to-day responsibilities

·         Ability to convey complex and/or technical information in a clear manner to multiple audiences including senior management and CSRs

·         Strong understanding of content management including document and process creation for frontline employees and Customers

·         Ability to work independently

·         Must be self-motivated and resourceful

·         Ability to effectively use conference calls, videoconferences, or WebEx to convey information

·         Ability to quickly adjust to changing work demands and requirements: prioritizing competing demands in a fast-paced and deadline oriented environment

·         Certification in Six Sigma and/or Project Management preferred but not required

·         Travel 30%

In addition to a rewarding career, Coinstar offers excellent employee benefits and competitive compensation. For more information about this position and to apply, please visit our website at www.coinstarinc.com/careers.