Job Listing: Customer Support Supervisor
Maintain a thorough knowledge of all functions of customer relations including sales, technical, billing and general inquiries in order to support the Customer Service Representatives in assisting the customer.
Communicate departmental goals and individual Customer Service performance objectives so that each Representatives understands and adheres to the goals and requirements of the department.
Conduct semi-annual Developmental Planning and Feedback performance evaluation in order to ensure consistent communication, coaching and support is given to Representatives in order for them to meet or exceed their goals.
Conduct real time, informal coaching daily in order to maintain service levels, provide immediate feedback to Representatives and increase customer service and productivity levels.
Motivate, reward, coach, counsel and discipline Representatives as needed in order to ensure that company and department procedures are being followed.
Lead by example through positive, professional attitude, behavior, appearance and communication style.
Monitor each Representatives a minimum of twice per week including side-by-sides and Quality monitoring in order to coach for improvement or recognize a job well done and ensure customer service levels are being met or exceeded.
Facilitate weekly meetings to communicate and educate representatives on Systems and Department activities to ensure accurate and timely information is communicated to customers.
Interface effectively with other departments and company leaders through written and verbal communication in order to handle customer situations quickly and efficiently.
Assist with the budget process, become familiar with departmental expenditures, and manage overtime in order to meet budgeted guidelines.
Assist fellow team members to accomplish related tasks as needed in order to contribute to the team effort.
Work with Customer Service Representatives to ensure calls are answered within defined timeframe in order to meet and maintain FCC and NCTA telephone standards and ensure customer satisfaction.
Can be relied on to independently meet work commitments with minimum supervision.
Punctual, regular, and consistent attendance.
Perform other duties as requested by department leaders in order to assist Customer Relations Team in smooth operation of the department and attainment of department goals.
Required Skills
High School Diploma or equivalent
3 - 5 years sales experience (cross/up selling)
Supervisory experience including coaching and developmental skills, initiative and leadership skills.
Strong interpersonal communication and problem solving skills
Articulate and professional customer contact skills (written and spoken)
Teamwork, adaptability, initiative and flexibility with work hours
Proven ability to succeed in a multi-tasking environment
Strong Personal Computer skills are essential
Fluent using the following Microsoft programs: Word, Excel and PowerPoint.
Ability to identify trends from statistical analysis and make recommendations to management for improving Customer Service.
Punctual, regular and consistent attendance is required.
PERTAINS TO INTERNALS ONLY:
Minimum of 6 months in current position for non-exempt and 1 year for exempt.
No corrective action past a verbal within the last 6 months (includes behavioral, performance, and attendance).
Job Details |
Job Location |
Candidate Application |
| Employer: Comcast | Address: | Contact: |
| Job Type: Full-time | City: Albuquerque | |
| Experience: | State: New Mexico | |
| Education: Any | Zip Code:87111 | Online: Website Link |
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