(Columbus, OH) - Customer Service Supervisor |
| Jan. 21, 2010 - Mar. 28, 2010 |
| Location: | Columbus, OH |
| Salary Range: | Salary Commensurate w/ experience |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | Medical, Dental, Vision, 401K, FREE CABLE, Discount on Phone and Internet + more |
| Employment Type: | Full Time |
| Department: | Customer Care |
| Description: | General Summary
Provide leadership to ensure Insight products and services are accurately presented to customers and that sales, productivity and quality performance goals are exceeded.
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| Duties: | Primary Responsibilities
•Create synergy around the selling process and optimize sales performance through a partnership with Marketing and the supervisory staff
•Insure timely responses to all customer inquiries that result in excellent customer satisfaction and achieving business objectives
•Work with personnel and customers to resolve difficult subscriber questions and/or problems
•Analyze and monitor daily telephone activity to ensure compliance with performance standards
•Ensure individual and departmental compliance with sound cash control
•Interface with other departments to provide seamless support to customers
•Meet service level of 90% or above
•Meet team assigned sales goals and contribute to division sales goals
•Full Understand repair, cable, and high speed internet and telephony for order entry, sales, trouble shooting and collections
•Second level of upward (customer request to talk with supervisor)
•Perform related duties as assigned or as the situation dictates
Supervisory Duties
Develop and implement best practices that contributes to an improved operations and customer satisfaction
•Create an atmosphere of professionalism and mutual support among employees
•Ensures high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands
•Provide ongoing coaching and development of personnel engaged in inbound sales transactions
•Regularly monitor and t-line with personnel to mentor and monitor performance and service to customers
•Track and record employee performance against established performance standards for annual merit increases
•Communicates sales and marketing campaigns to personnel
•Assist in the recruitment, hiring and training of personnel
•Prepare and verify work and payroll sheets to insure accuracy
•Perform all duties of phone personnel when necessary
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| Qualifications: | Required Knowledge, Skills and Abilities
•Willingness and enthusiasm to learn and apply new sales techniques
•Detail oriented with a background in problem solving skills and the ability to multi-task
•Ability to motivate, inspire teamwork and supervise employees of diverse socioeconomic backgrounds and experience
•Excellent verbal and written communication skills with internal and external customers
•Strong telephone voice in terms of tone, clarity, pronunciation and proper use of grammar
•Proficient in multi-tasking, working under pressure and meeting deadlines
•Ability to work well in a customer service environment
•Work on assigned projects with minimum supervision
•Knowledgeable of technical and customer service developments in the industry
•Proficient in Windows applications, typing and internet navigation skills
Education and Experience
•Bachelor’s degree in related field
•Three to five years experience as a salesperson, customer service representative and/or customer service/sales supervisor
•Previous sales, coaching, supervisory or training experience preferred
•Previous experience in a high volume call center, preferably sales
•Bi-lingual background preferred
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