Job description
Schedule is Tuesday-Saturday from 11am-8pm. (1 hour lunch)
Supervisor is responsible for the supervision of customer service staff including all activities that contribute to the acquisition, satisfaction and retention of customers.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Supervise the daily activities of the Customer Service Representatives;
coordinate work schedules and customer service activities; communicate customer service performance objectives.
Provide guidance to Customer Service Representatives with service complaints; answer questions regarding services and products; discuss billing questions and service concerns; provide instruction on sales techniques.
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor calls and performance metrics and provide feedback and coaching.
Oversee billing service including revenues, deposits, computer entry, converter control and customer service.
Hire, evaluate, coach and counsel personnel in the performance of their duties.
Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process billing adjustments by inputting credits or other adjustments into the computer records, for that customers account.
Perform other duties as assigned.
Preferred Qualifications:
Ability to read, write, speak and understand English.
Ability to communicate orally and in writing in a clear and straightforward manner.
Ability to prioritize and organize effectively.
Ability to supervise and motivate others.
Ability to use personal computer and software applications (i.e. word, processing, spreadsheets, Cable Billing Systems, etc.)
Knowledge of all functions and related tasks in the area of the customer relations.
Knowledge of cable television products and services.
Knowledge of general accounting and billing procedures.
Vision ability; close vision, peripheral vision, and ability to adjust to adjust focus.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Supervise the daily activities of the Customer Service Representatives;
coordinate work schedules and customer service activities; communicate customer service performance objectives.
Provide guidance to Customer Service Representatives with service complaints; answer questions regarding services and products; discuss billing questions and service concerns; provide instruction on sales techniques.
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor calls and performance metrics and provide feedback and coaching.
Oversee billing service including revenues, deposits, computer entry, converter control and customer service.
Hire, evaluate, coach and counsel personnel in the performance of their duties.
Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process billing adjustments by inputting credits or other adjustments into the computer records, for that customers account.
Perform other duties as assigned.
Preferred Qualifications:
Ability to read, write, speak and understand English.
Ability to communicate orally and in writing in a clear and straightforward manner.
Ability to prioritize and organize effectively.
Ability to supervise and motivate others.
Ability to use personal computer and software applications (i.e. word, processing, spreadsheets, Cable Billing Systems, etc.)
Knowledge of all functions and related tasks in the area of the customer relations.
Knowledge of cable television products and services.
Knowledge of general accounting and billing procedures.
Vision ability; close vision, peripheral vision, and ability to adjust to adjust focus.
CCS450 336646 336646BR
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