Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started!

Location: 4410 E Claiborne Square, Suite 235, Hampton, VA 23666, USA

Company: Bill Gosling Outsourcing  
Employment Type: Full-Time

About Us
Bill Gosling Outsourcing is a dynamic and innovative company dedicated to delivering superior customer service and operations solutions. We offer a vibrant, team-oriented work environment that encourages growth and professional development. Join our passionate and supportive team, where we celebrate our success together.

Position Overview
We are seeking a motivated and knowledgeable Floor Support to join our operations team. The Floor Support role is key in providing guidance and assistance to agents on the floor to ensure the effective and efficient handling of customer interactions and operational tasks. You will act as the first point of contact for agents requiring real-time support and escalation, ensuring adherence to procedures and delivering a high standard of service.

Key Responsibilities:

• Provide real-time support to customer service agents during their interactions with customers.  
• Assist with escalations and complex customer issues, offering guidance and solutions.  
• Ensure adherence to company policies, procedures, and quality standards.  
• Act as a liaison between agents and management to communicate feedback and performance updates.  
• Monitor agent performance and provide coaching to improve productivity and service delivery.  
• Troubleshoot and resolve technical or operational issues that agents may encounter.  
• Assist in training new agents and providing ongoing support to the team.  
• Contribute to a positive and motivating work environment that promotes teamwork and continuous learning.

Qualifications and Skills 

• Proven experience in a customer service or contact center environment, preferably in a support or leadership role.  
• Strong communication skills, both written and verbal.  
• Ability to remain calm and provide clear direction in high-pressure situations.  
• Excellent problem-solving skills and the ability to think on your feet.  
• Knowledge of contact center systems and processes.  
• Strong organizational skills and attention to detail.  
• Ability to coach and mentor team members.  
• Flexibility and adaptability to meet changing business needs.

Why Join Us?  

• A collaborative and supportive team environment.  
• Opportunities for career advancement and professional development.  
• Competitive compensation package and benefits.  
• A chance to be part of a growing company that values innovation and teamwork.