Supervisor, Customer Care

Wills Point, TX

POSITION OBJECTIVE :

• Ensure the highest level of service for the department's external and internal customers by working alongside other team members.
• Coordinate the overall department activities and role fulfillment.* Challenge team members to perform at the highest possible level.
• Ensure the goals of the business are accomplished through proper employment activities such as hiring, training, disciplinary action and termination in coordination with manager.
• Think strategically and evaluate options in the short, medium and long term.* Cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
• Plan future projects and initiatives in accordance with company goals.* Direct and inspire multidisciplinary teams and build successful relationships at all levels.
• Escalate issues as needed after careful evaluation and attempted resolution.

RESPONSIBILITIES :

Lead customer experience and network support team members.* Maintain process and technical expertise for all product-lines.

Maintain excellent troubleshooting knowledge and techniques.* Regular coaching and training sessions with employees.* Process improvement.

Ensure customer satisfaction is maintained at the highest level while balancing the business needs of the company by handling escalated customer contacts.

A.K.A supervisor calls)* Employee, team and department level performance metrics collection, analysis and compliance.* Creation, modification and execution of policies and procedures.

• Ensure that new product and system documentation creation and training is accomplished for the department.* Act as an externally-facing representative of the company to vendors, partners and wholesale clients.
• Contribute to budgetary planning for department and execution of capital and operational plans.* Honor the Point Broadband mission statement and value system.
• Other duties as assigned by management.

BENEFITS :

Medical (3 plans to choose from), Dental and Vision* Short Term Disability* Flexible Spending Accounts* Company Paid Life as well as Voluntary policies* 401(k) with generous company match* Paid Time Off* Share the Care Paid Time Off* Paid Holidays* Uniform / Boot allowance *Applicable by Position Cell Phone Allowance *Applicable by Position Career Progression Opportunities* Discounted Broadband Services *Where Applicable*

Last updated : 2024-04-07