Call Center Commercial Sales Supervisor in Augusta, GA at WOW!

Date Posted: 7/19/2019

Job Snapshot

Job Description

Supervisor, Business Services


 


Directs, coordinates and supervises front line activities of Business Service Sales, Billing, and Technical support agents. Provides leadership and motivation in a fast-paced sales environment, provides troubleshooting assistance with technical support of business products and services to provide best in class service for WOW! business customers.



Duties and Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:




  • Ensure that all representatives are properly trained in providing excellent customer service

  • Directly responsible for developing and maintaining a saves/sales culture

  • Directly responsible for escalations for billing and technical support issues

  • Provide continuous coaching to employees on all aspects of their performance, to include all critical scorecard metrics

  • Handle escalation calls

  • Develop and implement appropriate recognition and rewards programs, for both individuals and the team

  • Through customer and employee feedback, identify and act upon opportunities which will positively impact both the service/support department and the company

  • Review customer service requests for service to ascertain cause for service request, type of malfunction, and customer address on a weekly basis

  • Monitor customer contacts to ensure delivery of outstanding customer experiences.

  • Engage with business services employees to assist with sales

  • Ensure that all activation, service needs or concerns are handled in a quick and efficient manner according to company standards

  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws

  • Interview, hire, and train employees; plan, assign, and direct work, appraise performance, reward and discipline employees, addressing complaints and resolving problems.

  • Other duties as assigned



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education:


 



  • Bachelor's degree from four year college or university; or two to three years related experience and/or training; or equivalent combination of both education and experience.



Experience/Skills Needed:


 



  • Knowledge of WOW!'s processes and procedures

  • B2B Sales and/or Service experience highly preferred

  • Intermediate knowledge of Salesforce highly preferred

  • Intermediated knowledge of Microsoft Excel is highly preferred

  • Prior supervisory experience in a Sales or Service environment is highly preferred

  • Must possess ability to work with mathematical concepts, as related to the requirements of the position (i.e., understanding and analyzing metrics to include percentages and ratios)

  • Must possess excellent communication skills (both verbal and written), with proven effectiveness in both areas

  • Must be able to communicate effectively across all departments and at all levels of the organization

  • Must be able to analyze and propose solutions to problems encountered daily in a fast-paced customer service environment

  • Must be able to identify and gather support to resolve issues, sometimes with tight time constraints



Computer Skills:


 



  • Must possess excellent skill and knowledge related to in-house customer and employee support systems.

  • Must be proficient in the use of Word, Excel, and PowerPoint, and Salesforce



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

  • some travel may be required



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer

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