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Sup, Offline Customer SupportJOB SUMMARY
The Offline Customer Support Supervisor is responsible for providing the day-to-day supervision of the staff within the Offline Customer Support Department. This position reports to the Offline Customer Support Manager and has direct reports.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for planning, organizing and directing the day-to-day activities in the Offline Customer Support department.
Responsible for hiring, providing performance feedback, employee coaching and counseling of the Offline Customer Support team in order to drive improvement of our overall customer experience
Implements performance goal setting/disciplinary actions when necessary, and provides incentive/rewards as appropriate.
Utilizes reports/data to analyze trends and implement resolution and project staffing.
Responsible for the continuing training and development of OCSSs and for ensuring all opportunities are made available for employee progression within the company.
Interacts with customers to ensure resolution to complex and difficult customer issues.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Proven track record in customer relations with strong leadership abilities.
Knowledge of personal computer and software application skills (i.e. word processing, spreadsheet, Visio, Project, etc.)
Knowledge of broadband products and services
Strong working knowledge of call center tools, billing systems as well as familiarity with company policies and procedures
Detail oriented, resourceful and strong multi-tasking abilities
Ability to calculate figures and amounts such as discounts, interest, percentages, ratios, and proportions
Ability to work in a fast paced environment, under competing deadlines, with minimum supervision
Ability to work with the public utilizing good customer service skills to maintain a positive company image
Demonstrated ability to learn, understand and keep current with the technology
Demonstrated leadership ability
Must be proactive and continually look for process improvements
Strong ability to facilitate and must be able to achieve results without direct supervision
Critical thinking skills: Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Communication skills: Communicate effectively in writing as appropriate for the needs of the audience
Decision and problem solving skills: Make decisions and solve problems while working under pressure.
Education, Certification & Licenses
BA/BS or equivalent work experience within a customer service environment.
Experience in customer service or transaction-based support environment
One year previous supervisory/leadership experience.
Call center environment with extensive computer and phone use required