The Supervisor Customer Service Center will be responsible for supervising all functions of the Service Center, including customer experience, staffing, performance planning, sales, cash handling, inventory, and product-related functions. He/She will develop a team focused on driving subscriber and product unit acquisition; ensure excellence in customer service with every customer contact. The Supervisor will participate in the recruitment, hiring, and training of service center personnel. He/She will coach and develop representatives to deliver a quality customer experience and drive sales performance. He/She will customarily and regularly direct the work of at least two or more other full-time employees or their equivalent.

Job Description:

The Supervisor Customer Service Center will perform all or some of the following Job description:

• Meet or exceed all sales, upgrade, retention and revenue goals through engaged leadership

• Manage the transformation from the traditional payment center model into thriving Company Cable Stores with strong sales cultures and superior customer service

• Establish and maintain a professional sales culture within the Company Cable Stores

• Establish, maintain and communicate accurate and timely sales reports

• Create a culture of accountability through robust measurement and reporting

• Create and maintain regular sales channel analysis, reporting, and benchmarking

• Develop and implement sales incentives to meet and exceed product/service growth objectives

• Establish and maintain communication of sales results

• Supervise a team of sales representatives, establishing performance goals, providing focus and performance reviews, and supporting team and individual employee development

• Partner with Manager to develop and lead an effective team to achieve clearly defined, realistic productivity goals

• Provide coaching and feedback on employee performance that ensures consistency and a high level of customer service

• Analyze and actively manage quantitative and qualitative performance metrics and communicate information to manager and staff in order to promote service excellence and individual personal growth

• Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees

• Foster a climate of mutual respect that values the contributions of individual team members and maximize the diverse talents of each employee

• Support team members in problem solving and addresses escalated internal and external customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction

• Review daily transactions and provide feedback to staff

• Conduct monthly/annual employee review sessions

• Responsible for achieving individual, team, and center goals

• Partner with manager to develop effective cross-training programs for personal development and to maximize efficiencies

• Manage the cash and credit card batches daily in order to maintain accuracy of customer account

• Apply appropriate audit procedures to areas reviewed to ensure that key controls are tested and all significant risks are addressed

• Prepare clear and well-organized audit documents that appropriately document the work performed

• Formulate appropriate conclusions regarding the adequacy of internal controls and procedures based on knowledge of Company operations and the audit work performed

• Consistent exercise of independent judgment and discretion in matters of significance

• Responsible for security of Cable Store and taking appropriate action when theft is suspected

• Maintain proper inventory procedures

• Perform other duties and responsibilities as assigned. 

• Creative and passionate approach to addressing opportunities and challenges
• Enthusiastic, self-motivated, positive can-do attitude that relishes in exceeding budgeted sales goals and delivering best-in-class customer service
• Self-directed, passionate leader who is customer focused and acts with a sense of urgency to proactively address issues, obstacles and shortfalls that may impact performance
• Strong sales, negotiation, organizational, and analytical skills
• Proficiency in Microsoft Office applications including Outlook, Word, Excel and PowerPoint
• Experience with complex billing systems required; experience with CSG strongly preferred
• Ability to lead, motivate and challenge people
• Ability to communicate effectively with customers and employees of the organization
• Ability to calculate figures and amounts as discounts, interest, and commissions
• Flexible work schedule that may include weekends, evenings, and holidays
• Ability to manage several projects concurrently
• Ability to travel throughout the region
• 4-7 years related experience
• 3-5 years supervisory experience.