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Job
Description:
The
Supervisor Customer Service - Billing
and Repair will perform
all or some of the following Job
description:
Provide dynamic leadership and
positive guidance to a team of 13-17
Customer Account Executives (CAEs)
in Company fast-paced 24/7 Tinley
Park Call Center
Create an atmosphere of
professionalism and mutual support
among employees
Ensure Customer Account Executive
knowledge and CAE retention through
training, motivational techniques
and career development
Assist Customer Account Executives
in the problem-solving resolution
process
Take
escalated calls from distraught
customers as needed
Monitor and review transactions to
verify competence to enhance the
customer experience and business
performance
Review daily transactions and
provide feedback to individual
Customer Account Executives and/or
team
Conduct weekly, monthly and annual
CAE review sessions
Work
proactively to achieve individual,
team and call center goals
Maintain and enforce department and
company policies
Supervise Call Center to ensure
proper handling of customer issues
and concerns
Keep
abreast of new products and
technology
Review work processes and procedures
and make recommendations for
improvement
Monitor and coach Customer Account
Executives performance to ensure the
quality of service delivered to
customers
Enforce FCC and Company standards
Perform other duties as
assigned.
Minimum Requirements / Knowledge / Skill
For Supervisor Customer Service -
Billing and Repair Job
2-3
years of prior leadership experience
preferably in a call center or
service-oriented environment with a
track record of excellence,
creativity and teamwork
Superior
leadership skills with demonstrated
success in motivating, developing,
and retaining frontline employees
"Approachable"
with the capacity to inspire
engagement, productivity and
accountability of
Customer Account Executive team
Proven ability to communicate
effectively with frontline
employees, customers and
professionals at all levels
Exceptional written and oral
communication as well as
interpersonal and listening skills
Demonstrated ability to
multi-task and maintain records in a
well-organized manner
Ability to work in a fast-paced
environment and meet assigned
deadlines
Knowledge of computer operations, TCS, eQuality, Aspect, CSG and other
standard CATV office equipment
Ability to work evenings,
weekends and some holidays.
Minimum Education Requirements /
Certification / Licensure For
Supervisor Customer Service - Billing
and Repair Job
-
Bachelor's degree preferred.
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