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Responsible for managing all aspects of Customer Service, including
inbound/outbound calling, and technical customer
support, while promoting exceptional service and operating within the framework
of established company policies. |
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Responsibilities |
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- Manages the Customer Service function,
ensuring service levels goals are met, while championing high levels of
service
- Analyzes Customer Service Satisfaction
Results and pro-actively develops actions to improve
- Works with each market cluster's Senior
Retention Specialist to analyze churn rates and develop programs to increase
customer loyalty; assist in coordinating and implementing programs when
necessary.
- Communicates, interprets and ensures
compliance with Customer Service policies, procedures and goals
- Identifies opportunities to increase
operational efficiencies
- Follows standard Human Resource practices
including staff development, monitoring performance and communicating
expectations and results on a regular basis
- Assists in other task and projects as assigned.
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High school diploma or equivalent
required; college degree required
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Minimum of two years of multi-level supervisory
experience required
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Minimum of four years customer
service or call center experience preferred
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Experience with ACD and other
peripheral telecommunications equipment preferred
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Experience with Windows based PCs,
including general office, i.e. Microsoft Office, software
knowledge
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Must possess excellent verbal and written communication skills.
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