Lead, Representative, Universal

Universal Lead

The Universal Lead position is expected to coordinate all aspects of call center operations as needed under the direction of the Customer Operations Manager, including but not limited to billing, technical support, billing and sales.

Essential Duties/Responsibilities

• Monitor team members' productivity and provide feedback
• Observe and ensure full compliance with all policies and procedures
• Provide technical support for VoIP, Internet, Web Hosting Services, Email, Ethernet connections, DSL
• Responsible for training multiple employees
• Resolve escalated customer issues
• Assist with special projects
• Log account notes in database
• Respond and process customer technical, billing and payment inquiries
• Conduct outbound collection calls
• Troubleshoot connection issues
• Handle Customer Escalation calls
• Process telephone and Email requests for service changes, account research and customer information
• Update and maintain account details with accurate data
• Process additions, cancellations and reconciliations of active customers
• Communicate and liaise with all other Company departments regarding operations issues
• Work requires weekend and/or evening work

Job Requirements

• 1 year leadership experience preferred
• Basic understanding of IP address schemes, network fundamentals, network hardware and WiFi networks, Email concepts and configuration
• Strong computer skills, proficient with Microsoft Office Suite
• Ability to interact with all levels of staff including senior management, internal and external customers
• Ability to analyze and define problems; calculate figures and amounts such as discounts, proportions and percentages; basic understanding of debits and credits; prioritize work flow, multitask, meet deadlines and remain flexible

Working Conditions

Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Working conditions may include being in an open (shared) cubicle/workspace area.

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.