Supervisor, Customer Care
Wills Point, TX

POSITION OBJECTIVE:

• Ensure the highest level of service for the department’s external and internal customers by working alongside other team members.
• Coordinate the overall department activities and role fulfillment.
• Challenge team members to perform at the highest possible level.
• Ensure the goals of the business are accomplished through proper employment activities such as hiring, training, disciplinary action and termination in coordination with manager.
• Think strategically and evaluate options in the short, medium and long term.
• Cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
• Plan future projects and initiatives in accordance with company goals.
• Direct and inspire multidisciplinary teams and build successful relationships at all levels.
• Escalate issues as needed after careful evaluation and attempted resolution.

RESPONSIBILITIES:

• Lead customer experience and network support team members.
• Maintain process and technical expertise for all product-lines. Maintain excellent troubleshooting knowledge and techniques.
• Regular coaching and training sessions with employees.
• Process improvement.
• Ensure customer satisfaction is maintained at the highest level while balancing the business needs of the company by handling escalated customer contacts. (A.K.A supervisor calls)
• Employee, team and department level performance metrics collection, analysis and compliance.
• Creation, modification and execution of policies and procedures.
• Ensure that new product and system documentation creation and training is accomplished for the department.
• Act as an externally-facing representative of the company to vendors, partners and wholesale clients.
• Contribute to budgetary planning for department and execution of capital and operational plans.
• Honor the Point Broadband mission statement and value system.
• Other duties as assigned by management.

BENEFITS:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*