Customer Experience Supervisor: Lead & Resolve

T E C Industrial Inc; Coudersport (Potter County); On-site; USD 36,000 - 38,000; Full time

Benefits offered by this job

Monthly Bonus Potential

Job summary

Zito Media currently has an opening for a Customer Service & Support Supervisor in the Coudersport call center. Qualified candidates will possess strong leadership ability, knowledge of Zito's cable products & services, as well as excellent written, oral and interpersonal communication skills.

Full-time position, 40 hours per week. Zito Media retains the right to change this job description any time.

Qualifications

• High school degree required.
• Experience supervising 5+ employees.
• Knowledge of cable products and services.
• Strong communication and leadership skills.
• Ability to troubleshoot high-speed internet, digital set tops, digital phone, email, and modem issues.

Responsibilities

• Resolve escalated Customer Service incidents and/or problems.
• Scheduling, assisting and adjustment of staff to meet peak service demands on phones and ensuring local offices are staffed.
• Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.
• Monitor employee performance and service to customers.
• Ensure achievement of all system, team and individual Customer Service/Technical Support training, goals, and standards.
• Responsible for administrative aspects including reporting, time sheets, schedule adherence, etc.
• Assist with special projects as needed.
• Perform other related duties and tasks as assigned or as become evident.

Skills

Leadership

Communication

Customer service

Troubleshooting

Team management

PC skills

Education

High school

Tools

MS Office

Customer database software

Job description

Zito Media currently has an opening for a Customer Service & Support Supervisor in the Coudersport call center. Qualified candidates will possess strong leadership ability, knowledge of Zito's cable products & services, as well as excellent written, oral and interpersonal communication skills.

Full-time position, 40 hours per week. Zito Media retains the right to change this job description any time.