Coaches, directs, coordinates and oversees customer care activities of establishment to install, maintain, service, and repair internet, cable and telephone service by ensuring that the highest level of customer experience is provided. Provides coaching to improve performance and develop front line team members.
Duties and Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:
Ensure that all representatives are properly trained/coached in providing an excellent customer experience. Provides on going coaching as necessary.
Provides continuous coaching to employees on all aspects of their performance, to include all critical scorecard metrics.
As assigned develop and maintain reporting for local Customer Care, including analyzing data and reporting back with suggestions
As assigned manage reporting for monthly performance (PMS), monthly and quarterly awards, outlier's reports, seating updates, call tracker and any other reporting needs
Develops and implements appropriate recognition and rewards programs, for both individuals and the team
Through customer and employee feedback, identify and act upon opportunities which will positively impact the Care department and the company
Reviews customer calls, emails and other forms of contact to assist in identifying customer concerns and complaints as well as assisting and working towards an agreeable resolution
Participates in answering inbound customer calls in order to demonstrate customer experience techniques to their teams
Monitor customer contacts to ensure delivery of outstanding customer experiences
Ensure that all activation, service needs or concerns are handled in a quick and efficient manner according to company standards
Maintain open communication with all staff, including management, independent contractors, field and office personnel
Directly supervises the activities of customer care representatives. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Performs other duties as assigned, to include special project assignments
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must possess a positive, can do attitude that is focused on providing an excellent customer service experience
At least one year of customer service experience required, with prior call center experience in the cable industry a plus
Knowledge of WOW!'s processes and procedures is essential
Must possess excellent communication skills (both verbal and written), with proven effectiveness in both areas. Must be able to communicate effectively across all departments and at all levels of the organization
Must be able to analyze and proactively propose solutions to problems encountered daily in a fast-paced customer service environment. Must be able to identify and gather support to resolve issues, sometimes with tight time constraints
Must possess ability to work with mathematical concepts, as related to the requirements of the position (ie, understanding and analyzing metrics). Must possess ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Ability to multi-task and function effectively and consistently in a fast-paced environment
Must possess excellent skill and knowledge related to in-house customer and employee support systems
Must be proficient in the use of Outlook, Word, Excel, and PowerPoint
Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to talk and hear
Required to use hands to type, handle objects and paperwork
Must be able to perform computer functions and operate routine office equipment
Must be able to sit for extended periods of time
Must be able to travel to market locations on an occasional basis
Dependable attendance is required as an essential function of the job
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer