Supervisor Customer Care

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We are Optimum!

Job Summary

Performs the administrative, facilitative coaching, and mentoring duties necessary to lead the customer care staff. Achieves the business and customer service objectives of the department and company.

Responsibilities

• Interviews, hires, coaches, evaluates, and assists in training customer care personnel.
• Provides feedback to employees regarding performance levels by monitoring and analyzing statistical reports.
• Analyzes and documents employee performance and recommends salary increases.
• Maintains department service level goals by ensuring that customer care personnel meet phone accessibility and accountability standards.
• Ensures error-free processing of customer requests by documenting information received from other departments and establishing appropriate interdepartmental procedures.
• Resolves complex customer complaints. Identifies and resolves system and procedural problems by networking with other departments, participating on task forces, and recommending policy changes.
• Meets sales budgets by establishing goals and incentives and motivating and instructing employees.
  
  

Essential Functions

• Must be able to sit / stand for extended periods of time
• Must be able to read data on computer Must speak fluently to communicate with customers and co-workers
• Must be able go up and down steps to research stored data
• Able to function in small areas when needed
• Must be able to occasionally lift 10 to 30 lbs
  
  

Qualifications

• Bachelor’s Degree in related field preferred
• 5 years of relevant experience
• 3 years in a high-volume customer service or sales environment preferred
• 1 year of supervisory experience preferred
• Telecommunications experience preferred
• Ability to lead and motivate team to meet departmental goals
• Strong leadership, team building and interpersonal skills
• Excellent written communication skills
• Experience with computer applications, particularly large customer billing databases
• Ability to manage in a call center environment with a sales and service focus
• Technological experience in voice, video, and/or data highly preferred
• Good command of the English language
• Public speaking and presentation experience
• Ability to motivate a sales force and creatively solve problems
• Strong initiative and ability to work autonomously
  
  

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.