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This is a Supervisor role for the West Division Executive Customer Relations Department, a fast-paced, dynamic and collaborative environment which aims to provide superior customer and employee experiences across the company. This individual is motivates others to make a difference in their daily work and influence positive change in current processes, procedures, analysis and systems. The ideal candidate should have a mastery of communication, active listening, and problem solving skills. They will accurately and confidently handle all internal and external customer inquiries.
This position will ensure high quality results and assist in maintaining department accuracy by fostering innovative approaches based on root cause analysis. Understanding of end-to-end work flows allows for exercising sound judgment in decision making, acting in the best interest of both the customer and Company. In this role, it is necessary to have the ability to act independently while adhering to established guidelines, policies and procedures aligning with the WEST and Working Together to Win Together philosophies.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
Win as a team - make big things happen by working together and being open to new ideas
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
Drive results and growth
Respect and promote inclusion and diversity
Do what's right for each other, our customers, investors and our communities
Responsible for the management of the day-to-day Executive Customer Relations Operations including procedures, policies, and supporting the Customer Service Strategy Operations team.
Conducts regular meetings with direct reports to maintain two-way communication and achievement of departmental objectives.
Support and contribute to a collaborative department culture while implementing strategies and techniques which influence positive change leveraging eNPS and Your Voice feedback.
Coach and mentor to drive improvement in areas of identified opportunities
May interface with other Regional/Divisional business partners to ensure proper handling of customer issues and concerns through strong interpersonal communication and problem solving skills
Coaching: Provides daily coaching and feedback to team members, who are focused on retaining customers who request to disconnect or downgrade services, by inspiring trust, encouragement, motivation and accountability. Creates coaching plans in a feedback-rich environment.
Change Management: Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
Employee Leadership: Promotes positive employee relations by fostering a team environment of open communication, approachability and fair and consistent treatment of all employees within a workforce dedicated to diversity.
Customer Advocates: Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction.
Organizational Excellence: Monitors performance levels and team member activities, administers all company policies; takes appropriate action as necessary supporting an employee and customer-centric organization.
Recognition: Celebrates and reinforces employee successes through recognition and promotion.
Career Advisor: Encourages career development with each team member through the creation and management of individual development plans.
Group Champion: Facilitates routine huddles with the team focused on improving the employee experience and the customer experience, while also attempting to retaining customers who request to disconnect or downgrade services. Develops action plans as appropriate based on employee feedback.
Flexibility: Schedule flexibility is critical as role may require non-standard working hours. Requires regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule (s) as necessary.
As with all leadership roles there will be other duties and demonstrates excellent time management skills, and consistently responsibilities as assigned. Highly organized with the ability to
effectively manage multiple priorities. Comfortable managing through ambiguity and strong critical thinking skills. Works collaboratively, exercises independent judgement and discretion in matters of significance.
Bachelor’s Degree or Equivalent
Generally requires 4-7 years related experience
Advanced working knowledge of ACSR (or other customer service/billing system)
Strong written and verbal communication skills.
Exceptional organizational and time management skills.
Demonstrated ability to lead individuals/teams and partner cross-functionally.
Enthusiastic and positive
Strong team player- needs to work very closely with agents, peers and other Division & Corporate business partners
Driven and hardworking
Open to learning
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