Current Opportunities >> Supervisor, Customer Experience
Supervisor, Customer Experience
Summary
Title:Supervisor, Customer Experience
ID:1119
Location:Bristol, VA
Department:Customer Care
Description

SUPERVISOR - Customer Experience / Network Support
POINT BROADBAND – BRISTOL, VA

MAKE YOUR MARK! COME JOIN A FAST-GROWING INTERNET SERVICE PROVIDER IN THE VIRGINIA / TENNESSEE REGION WHERE YOU WILL ENJOY THE ADVANTAGES OF BEING A FULL-TIME EMPLOYEE WITH GREAT BENEFITS AND COMPETITIVE COMPENSATION --- ALL WHILE IMPACTING YOUR OWN DESTINY THROUGH DEVELOPING RELATIONSHIPS WITH A TEAM OF PROFESSIONALS FOCUSED ON PROVIDING A SUPERIOR CUSTOMER EXPERIENCE.

AT POINT BROADBAND WE IMPROVE LIVES THROUGH FIBER TECHNOLOGY. IF YOU ARE SELF-MOTIVATED TO DRIVE TEAM AND OPERATIONAL EXCELLENCE - OUR MISSION TO DELIVER SUPERIOR FIBER-BASED BROADBAND SOLUTIONS TO SMALL TOWN USA AND RURAL AMERICA, WITH A FOCUS ON COMMUNITY, AND BEST IN CLASS CUSTOMER SERVICE STARTS WITH YOU.

OPPORTUNITY

In this role, the successful candidate will foster continuous improvement through the management of team performance, providing coaching and the development of action plans to support exceeding performance expectations. If you enjoy building relationships and demonstrate a commitment to our core values, this is a great opportunity to use your skills to promote positive success in your life while helping others - - all while earning a great income. Become part of  dedicated team of professionals who flourish and thrive on success!

DETAILS

Point Broadband is seeking an energetic and personable professional who excels in a fast-paced environment and enjoys interacting with people. In this ground floor leadership role, you will be responsible for using proactive communication, both in person and via remote communication tools, to teach and support your team's success in providing exceptional customer service. The ability to coach, counsel, and provide constructive feedback while utilizing advanced technical troubleshooting skills will be the foundation that creates success for you and your team. In addition, experience with analyzing data, identifying performance and quality trends, developing and implementing improvement plans is preferred.

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.

PHYSICAL DEMANDS / WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • regularly required to talk and hear
  • required to use hands to type, handle objects and paperwork
  • required to reach and hold on to items at chest level or reach above the shoulder
  • required to use close vision and be able to focus
  • required to lift up to 20 pounds and push, pull or maneuver equipment cart exceeding 100 pounds
  • must be able to work a flexible schedule, including evenings and weekends
  • must be able to work in the office / facility to promote direct in-person interaction with team members
This opening is closed and is no longer accepting applications
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