Customer Care Supervisor

Job Details

“We Push the Boundaries of Possibilities for our Communities .”

Overview of the Position Responsibilities : The Customer Care Supervisor is responsible for the leadership, training, and development of the Customer Care Team.

Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.

What You Will Do

• Supervise the Customer Care Team including agent transactions, personnel related issues, incoming call volume and daily operations.
• Conduct regular coaching sessions to foster an environment of continuous learning and improvement.
• Ensure teams are informed of changes in policies, procedures, services, and features that are offered to our customers.
• Handle escalated customer inquiries by taking appropriate steps to resolve customer issues a timely manner.
• Ensure individual and team quality scores meet program goals by consistently participating in the call monitoring and reporting process.
• Understand the specific goals and identify gaps in performance, productivity, quality, and cost at the team level.
• Identify opportunities to implement innovative approaches to maximize efficiency to maintain high morale.
• Identify and resolve operational, performance and training issues or concerns.
• Build, lead, and enhance sales practices that improve customer outcomes and support business objectives.
• Assist stakeholders on projects and initiatives as appropriate.
• All other related duties as assigned.

What You Will Need

• High School diploma or equivalent required.
• 4+ years of Customer Care Experience preferred.
• Minimum of 2 years Contact Center leadership experience, preferably in a cable, telephone and/or internet environment.
• Must possess the ability to work independently (self-motivated) and adapt work schedule to the needs of the department.
• Must be able to manage information in a confidential manner.
• Must possess communication skills (both verbal and written), with proven effectiveness in both areas.
• Must be able to effectively communicate with all departments and at all levels of the organization.
• Must possess an equal knowledge and understanding of the following processes: Customer Service Processes, QA background and process, Advanced Troubleshooting Techniques.
• MS Office Suite: Outlook, Powerpoint, Word, Excel, OneNote.
• Software: ICOMS, Salesforce, Peakview, Ticketview, GoCare, and Front applications.
• Experience with reporting, creating tables, process flow charts, and analytics.
• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Frequently required to sit, bend, reach, push, and pull.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Required to lift up to 5lbs at a given time.
• Must have reliable transportation.

Why Work at Bluepeak?

• Competitive Compensation + Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
• Professional Development With an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.