Customer Service Supervisor-SalariedApply Now Date posted 12/06/2018 Requisition Number: 231538BR Location: United States - Wisconsin - Appleton Zip Code: 54915 Area of Interest: Administrative/Clerical, Customer Service, Operations/General Position Type: Full Time
This position is responsible for the coaching and development of a team of call center representatives in a fast-paced, dynamic environment. You will be responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service. Join an innovative company growing throughout the country! This position is 2nd shift and includes a comprehensive benefits package with complimentary cable (including HBO/premium channels), home internet/home phone, health/dental/vision insurance, 401(k), onsite fitness center and many other perks so APPLY TODAY!
MAJOR DUTIES AND RESPONSIBILITIES
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.
Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
Assist team with escalated customer issues.
Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.
Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions
Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
Performs other duties as requested by management.
Skills / Abilities and Knowledge
Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)
Experience with customer relations, communications and sales skills
High School diploma with some college course work in business or related field; or equivalent experience
Related Work Experience
Customer service/call center experience
Lead/supervisory experience (preferably of a team of 10 or more people)
Exposure to moderate noise level
Hours may vary
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
A Day in the Life
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