Supervisor, Customer Care
Summary
Title: | Supervisor, Customer Care |
---|---|
ID: | 2484 |
Department: | Corporate Cust Care TEXAS |
Location: | Wills Point, TX |
Description
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*
EEO is the Law Poster | U.S. Equal Employment Opportunity Commission
This opening is closed and is no longer accepting applications