Customer Service and Support Supervisor - Coudersport, PA

Zito Media; Coudersport (Potter County); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Employee discounts

Job summary

Zito Media in Coudersport is seeking a Customer Service & Support Supervisor to lead the call center team in delivering high-quality service. The role focuses on resolving escalated issues, guiding staff, and coordinating dispatch and Tier2 support to maintain performance targets.

The ideal candidate has leadership experience with 5+ direct reports, a solid understanding of cable services, and excellent communication skills.

Qualifications

• Leadership ability to supervise 5+ staff.
• Excellent written, oral and interpersonal communication.
• Ability to troubleshoot and resolve customer issues.
• Flexibility to work weekends/evenings.

Responsibilities

• Resolve escalated Customer Service incidents and/or problems.
• Schedule, assist, and adjust staff to meet peak service demands on phones.
• Guide and assist CS reps in resolving difficult subscriber questions.
• Monitor Dispatch and be the go-to for evening/weekend shifts.
• Oversee Tier2 and escalate to engineering as needed.
• Act as liaison for call center when the manager is absent.
• Monitor employee performance and service quality.
• Ensure training and adherence to goals and standards.
• Handle administrative tasks like reporting and time sheets.
• Contribute to special projects as needed.

Skills

Leadership

Communication

Problem solving

Scheduling

Education

Business or Technology degree

Tools

CRM software

Word processing

Spreadsheets

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, minimum 40 hours per week.
**Essential functions of the position include, but are not limited to, the following:**

• 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 functions of Dispatch department, be the go-to on evening and weekend shifts for the dispatch team. Be prepared and willing to escape dispatch issues to upper management (Tech Ops Manager, Director, VP). Be cognizant of active outages and eta's as well as must do's and what technicians are or are not rolling for while on-call
• Oversee and be in the know of Tier2 department. Be available for escalated issues, be willing to reach out to engineering in the event Tier2 staff needs assistance in escalating. Ensure the team is actively working RT tickets and hold the team accountable for such.
• When Call Center Manager is not present, act as liaison for entire call center and departments within, assume needed responsibilities
• 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.
  

Required Skills/Experience

• Knowledge of cable products and services.
• Degree in business or technology preferred.
• Strong leadership ability, as evidenced in a previous supervisory role of 5 or more employees.
• Demonstrated ability to solve complex problems and make sound judgments and ethical decisions.
• Excellent written, oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organization.
• Able to troubleshoot high speed internet, digital set tops, digital phone, email, and modem issues.
• Personal computer knowledge necessary, including word processing, spreadsheets and customer database software.
• Availability to work a flexible schedule including weekends and evenings.
• Regular, punctual and consistent attendance.
  

*Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas.*
*Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.*