Customer Care Supervisor in Colorado Springs, CO at WOW!

Date Posted: 1/28/2018

Job Snapshot

Job Description

Summary:


Directs, coordinates and supervises customer service activities of establishment to install, service, maintain, and repair internet, cable and telephone service by ensuring that the best possible customer service is provided. Directly supervisors the activities of customer care representatives.


Duties and Responsibilities:


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


* Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
* Ensure that all representatives are properly trained in providing excellent customer service. Provides on-going training as necessary.
* Provides continuous coaching to employees on all aspects of their performance, to include all critical scorecard metrics.
* As assigned develop and maintain reporting for local Customer Care, including analyzing data and reporting back with suggestions
* As assigned manage reporting for standard deviation (PMS), monthly and quarterly awards, outlier's reports, seating updates, call tracker and any other reporting needs
* Develops and implements 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
* Reviews 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
* Ensure that all activation, service needs or concerns are handled in a quick and efficient manner according to company standards
* Maintain open communication with all staff, including management, independent contractors, field and office personnel
* Performs 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:


* Knowledge of WOW!'s processes and procedures is essential
* 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
* Must possess ability to work with mathematical concepts, as related to the requirements of the position (ie, understanding and analyzing metrics). Must possess ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations


-Computer Skills:


* Must possess excellent skill and knowledge related to in-house customer and employee support systems or ability to learn systems
* Must be proficient in the use of Word, Excel, and PowerPoint


-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 sit, stand, bend at the knees and waist, and walk


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

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