Business Service Care Lead

Grande Communications Networks, LLC Wilkes Barre , PA 18701

Posted 2 months ago

Working directly with a member of the management team, the Team Lead will assist customers with questions regarding sales, billing, and retention or service issues for RCN/Grande/Wave, and provide support to the Supervisor to insure agent, team and center goals are effectively accomplished.

This position will augment the Supervisory position helping to improve agent performance and customer satisfaction through effective coaching, counseling, training and monitoring of agents.

Successful candidates in this position will also be responsible for escalating to the management issues where agents do not have the appropriate skills or tools to perform their duties and responsibilities. Additionally, this position will take an active role in ensuring the attainment of appropriate levels of morale and team camaraderie amongst employees. The successful candidate will be considered for open management positions as the need arises.

Job Responsibilities:

Working knowledge of the operational and technical functions of the Business Services care organization, including sales and retention. Responsible for day-to-day supervision of these functions.

  • Responsible for the motivation and direction of staff.

  • Serve as a troubleshooter and recommend changes and solutions.

  • Perform function as a liaison with outside markets and other departments within RCN to appropriately resolve customer issue(s).

  • Accept and effectively handle escalated customer calls.

  • Effectively coach agents to better performance.

  • Work with representatives on daily statistics and policies and procedures.

  • Encourage and promote employee development.

  • In conjunction with Supervisor, formulate and enact growth plan with employees to insure strengths are capitalized upon and weaknesses are diminished.

  • Understand call center goals, service level and productivity measurements.

  • Encourage positive behavior towards meeting these goals.

  • Maintain a positive attitude and project this attitude to the employees.

  • Maintain a positive company image and support change within the company.

  • Maintain and improve morale and cooperation amongst employees.

  • Responsible for monitoring the ACD system to evaluate progress towards goals, ensure customer satisfaction.

  • In conjunction with Supervisor insure employee records are thoroughly maintained (includes attendance, measurements and performance).

  • Spend 50% of the work week fielding customer calls regarding sales, retention, billing or technical issues for all products to keep knowledge up to date and skill levels sharp.

  • Escalate to management as appropriate any issue(s) affecting the agents' ability to provide appropriate service to our customers.

  • Coach agents to improve sales and retention performance focusing on meeting and exceeding sales and retention targets

Job Requirements

  • High school or AA degree along with three years or more previous experience in a customer service environment greatly desired.

  • Proven leadership qualities.

  • Ability to remain flexible and positive in a changing environment.

  • Ability to work flexible schedules including extended hours, nights, weekends and holidays. The hours for this position are Tuesday-Friday 11:30am-8pm; Sat 8am-4:30pm;Sunday and Monday off

  • Ability to travel, including overnight.

  • Proven technical aptitude problem solving ability.

  • Ability to maintain confidences a must.

  • Excellent working knowledge of systems in use and products offered preferred.

  • Excellent time management and organizational skills.

  • Ability to interact on all levels.

  • Ability to be diplomatic, fair and impartial.

  • Proactive, take charge individual.

  • Ability to make an informed decision.

  • Desire to learn on a daily basis.

RCN/Grande/Wave is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each

other's differences to maximize the experience of our teammates and our community. We are committed to

providing an environment of mutual respect where equal employment opportunities are available to all

applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation

and related medical conditions), national origin, age, physical and mental disability, marital status, sexual

orientation, gender identity, gender expression, genetic information (including characteristics and testing),

military and veteran status, and any other characteristic protected by applicable law.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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Business Service Care Lead

Grande Communications Networks, LLC