Customer Care Lead in Newnan, GA at WOW!

Date Posted: 6/5/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Newnan, GA
  • Job Type:
    Call Center
  • Experience:
    Not Specified
  • Date Posted:
    6/5/2018
  • Job ID:
    5000373751506

Job Description

Summary:


This position exists to provide advanced support to call center operations, Customer Service, Technical Support and Sales & Loyalty agents, and take inbound service calls of every call type. Provides support in maintaining quality assurance with regards to customer service standards.


Duties and Responsibilities:


* Research and resolves complex customer issues. Intervenes when customer calls are escalated. Provides necessary follow-up to ensure customer satisfaction
* Closely monitor and answer calls in our Tier 3 and Supervisor queue, maximizing call resolution
* Perform customer follow-up calls from escalation calls and agent calls
* Management of off line tasks; Clarify queues, social media and web support email box
* Provide continuous mentoring and leadership to agents on all aspects of their performance to include all critical scorecard metrics
* Effectively troubleshoot video and data over the phone, to minimize truck rolls through the use of active listening, questioning and probing
* Review accounts in order to approve escalated adjustments
* Handle e-mail inquiries from company website
* Work closely and coordinate with other departments to resolve customer concerns and maintain outstanding customer service both in and out of the billing and service department
* Act as a backup to Team Supervisors by directing the activities of others in the department
* Assist in monitoring call volume and managing allocation of all customer service representatives
* 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:


Must possess a high school diploma or equivalent, and technical education beyond high school is strongly preferred


-Experience/Skills Needed:


* Must have 6 months experience in a WOW! customer care Tier 2 role, and must exceed all department standards; to include all expectations for attendance, quality and efficiency
* Technical troubleshooting in a call center environment is strongly preferred
* Must possess excellent communication skills (both verbal and written), with proven ability to effectively communicate technical information to a non-technical audience and de-escalate difficult customer situations
* Must possess excellent customer service skills
* Must possess the ability to read and interpret documents, such as safety rules, product information and training materials
* Ability to multitask and function effectively and consistently in fast-paced environment
* Ability to calculate figures and amounts
* Ability to define problems, collect data, establish facts, and solve practical problems
* Ability to work flexible hours as required, including evenings and weekends


-Computer Skills:


* Ability to use Word processing, Internet software and email
* Must be able to operate office equipment to include telephone, headset, computer, and printer
* Must be capable of becoming proficient in the use of the billing system and portal


-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
* Must be able to perform computer functions and operate routine office equipment
* 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



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


 


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