Manager, Customer Experience

Shentel Rustburg , VA 24588

Posted 2 months ago

Shentel (NASDAQ: SHEN) is a regional telecommunications company successfully providing a broad range of telecommunication solutions for over 110 years.

Shentel is committed to enriching the lives of the customers we serve with the highest quality telecommunication services by making major investments in technology easy. It is our vision to provide rural communities with access to the same level of telecommunications services as those found anywhere else in the US. With operations in multiple states, we provide our customers with wireline and wireless telephone, Cable TV, and internet.

In addition Shentel is proud to be an affiliate of Sprint. We own and operate the more than 1000 towers that support our wireless network and employ the teams who work in our 48 Sprint stores, provide customer service, and operate the wireless network. We are looking for dedicated people with professional attitudes who take pride in providing superior customer service, closing sales and driving success of all of the facets of our business.

We're Shentel. Always connected to you. Shentel is an Equal Opportunity Employer and a Drug-Free Workplace.

Job Summary:
This position will ensure best in class interactions through overseeing the quality monitoring program, workforce management strategies, and customer feedback mechanisms within the Customer Service organization.

This role will strongly focus on improving the overall experience of the customer as they interact and conduct business with Shentel. An expectation will be to identify opportunities for process improvement that will lead to improved customer satisfaction. This role will also be focused on enhancing the employee experience within the Customer Service organization, soliciting and acting upon ideas to increase the employee's level of engagement and satisfaction as it pertains to the customer experience.

I. Qualification Requirements:

a) Education: Bachelor's degree in related field is preferred.

b) Experience Level: 10 or more years of customer service experience. 5+ years of supervisory experience is required. Experience in Quality Assurance and within a Call Center environment preferred.

Knowledge of:
1.Skilled in Genesys applications, including Business Manager and Optimizer or current call management system, preferred.
2.Must exhibit strong leadership and mentorship sensibilities.
3.Must demonstrate a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contract channels, types of customer transactions/interactions, workforce management, career pathing, staff development, diversity of learning styles and the unique demands of customer-facing (phone or in person) frontline call center staff.
4.High level of proficiency on a PC and an intermediate to expert level of experience in the Microsoft Office Suite (PowerPoint, Word, Excel).
5.Must be task, team and detail-oriented, a team player.
6.Must have demonstrated experience in communicating effectively with all levels of leadership and call center representatives/employees.
7.Must be available for periodic travel, approx. 15%, to the regional call center and other Shentel locations.
8.Strong metric and analytic skillset; ability to quantify the impact of customer experience programs and initiatives to measure outcomes. Ability to maintain a high level of confidentiality and handle sensitive information.

Shentel is an Equal Opportunity Employer and a Drug-Free Workplace. Click to review our Privacy Policy.

Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please email employment@emp.shentel.com and provide your name and contact information.

Other details

  • Job Family Customer Service

  • Pay Type Salary

  • Edinburg, VA 22824, USA

  • Rustburg, VA 24588, USA

  • Waynesboro, VA 22980, USA

  • Weston, WV 26452, USA

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
FT Assistant Customer Service Manager Food Lion

Delhaize America

Posted 2 weeks ago

VIEW JOBS 1/5/2020 12:00:00 AM 2020-04-04T00:00 Job Title: FT Assistant Customer Service Manager - Food Lion Job Location: Primary Purpose: Manage customer service on the Front End. Operate the Front End according to front end standard practice and in compliance with policies, security measures and regulations. Achieve business goals while fostering an environment that produces high levels of customer satisfaction and associate moral. Maximize sales by providing extraordinary customer service and minimize shrink through proper utilization of standard practices. Duties and Responsibilities: * In the absence of the Customer Service Manager, supervise the performance of all duties and responsibilities of all Front End Associates * Manage the Front End during designated hours a minimum of three days a week per standard practice guidelines * Maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast and easy customer service * Serve as a model for customer service and instills this value in all associates * Manage and achieve Food Lion service standards as delegated by the Customer Service Manager * Maintain an efficient and productive Front End operation * Support the achievement of budgeted financial and operating results for the Front End * Ensure Front End schedules are written to provide extraordinary customer service at all times per standard practice guidelines * Understand and follow all company, Front End, Food Safety and Workplace Safety standard practice and policies * Ensure that all advertising and sales promotion materials applicable to the Front End are properly utilized * Observe and correct all unsafe conditions that could cause associate or customer accidents * Report all associate and customer accidents in accordance with established Food Lion procedures to the Manager on Duty * Monitor shrink and ensure that inventory and moneys are accounted for; provide coaching for associates to recognize and prevent losses * Ensure compliance with local, state and federal regulations * Provide recognition of accomplishments and offer coaching when necessary * Train and develop Office Assistants and Cashiers * Ensure office functions are completed accurately and on time * Communicate all cash variances to the Customer Service Manager * Research over/short discrepancies as reported by the Food Lion Customer Support Center on the weekly over/short report, report updated information or variances to the Customer Service Manager/Store Manager and Store Sales Accounting if necessary * Ensure Front End associates operate registers and serve customers in accordance with established policies and procedures * Maintain proper knowledge of all sales associate register functions and Front End accounting services which include all Office Assistant functions * In the absence of the Customer Service Manager, maintain Front End equipment and place service calls in an efficient manner * Successfully complete Computer Based Training (CBT) and Training Aid courses * Perform all other duties and projects as assigned Requirements Qualifications: * A high school graduate or equivalent preferred * Excellent interpersonal, organizational, communication and customer service skills * Must be able to perform the job duties and responsibilities of Office Assistant * Good understanding of store operations preferred * Ability and willingness to learn multiple tasks and technical requirem nts of the job * Ability to use technical information to solve problems * Ability to lead and direct others * Must meet minimum age requirements to perform specific job functions * Must be able to meet the physical requirements of the position, with or without reasonable accommodations Physical Requirements: * Ability to use computers and other communication systems required to perform job functions * Ability to push or pull up to 2000 pounds using a pallet jack * Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion * Pull or push up to 75 lbs. on occasion * Stand 100% of the time, frequently walking short distances * Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners * Perform repetitive hand and arm motions * Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator * Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level * Meet established volume activity standards for the position * Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time * Have sufficient visual ability to check ID cards, checks, invoices and other written documents Apply On-line Delhaize America Rustburg VA

Manager, Customer Experience

Shentel