Facebook · 1 day ago
Customer Service Coach
Columbia, South Carolina
Full-time
Onsite
Mid Level
4+ years expFacebook is a leading social media company, and they are seeking a Customer Service Coach to enhance the performance of their Customer Service Advocates. The role involves coaching, developing training plans, and performing audits to ensure high-quality customer service standards are met.
Computer Software
No H1B
Responsibilities
Performs routine audits through one-on-one sessions with Customer Service Advocates as well as silent call monitoring to ensure quality standards, member experience standards, and procedures are being followed. Research’s all calls and loads all coaching into a data base
Develops and mentors Customer Service Advocates by providing guidance specific to call and workload management in order to achieve optimal performance
Provides necessary training to the Customer Service Advocates based on opportunities for improvement that are identified during one-on-one sessions and silent call monitoring using motivational techniques to reinforce positive behaviors
Identifies operational trends and communicates recommendations for training or process improvements by documenting and preparing findings for review by area management. Provides trending data to management in regular reports to management
Responds to complex telephone, written, web, or walk-in inquiries accurately and in a timely manner. Addresses situations with may require adaptation of response or extensive research
Qualification
Required
High School Diploma or equivalent
4 years of experience to include 3 years' customer service experience OR Bachelor's Degree in lieu of work experience
Skill in providing feedback, including modeling of specific behaviors and identifying action steps
Strong oral and written communication skills
Strong active listening and problem-solving skills
Strong organizational, analytical, and customer service skills
Proficient in spelling, punctuation, and grammar
Basic business math proficiency
Ability to recognize the presence or absence of standard service behaviors
Ability to handle high stress situations
Ability to handle confidential or sensitive information with discretion
Ability to learn and operate multiple computer systems effectively and efficiently
Ability to build and maintain professional relationships with internal and external customers through team-oriented and service conscious behavior
Ability to affect a positive customer experience through first contact resolution
Microsoft Office
Must complete coaching certification within three months of hire
Must successfully complete required departmental training within three months of hire
Preferred
2 years-of call center experience
Part B/HHH Medicare Knowledge
Benefits
Subsidized health plans, dental and vision coverage
401k retirement savings plan with company match
Life Insurance · Paid Time Off (PTO)
On-site cafeterias and fitness centers in major locations
Education Assistance
Service Recognition · National discounts to movies, theaters, zoos, theme parks and more
Company
The Facebook company is now Meta. Meta builds technologies that help people connect, find communities, and grow businesses.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Arunava Chatterjee
Executive Director of Ghost Black Operations & CEO & CTO
Shubhra Gupta
CEO
Recent News
Business Live
2025-11-03
2025-11-01
Company data provided by crunchbase