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Supervisor, Customer Service
Mediacom Communications
Moline, IL, United States
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General Responsibilities:
Supervision of Customer Service Representatives in a manner that ensures customer service satisfaction.
Specific Responsibilities:
• Supervise, train, and motivate Customer Service Representatives.
• Monitor CSR’s to determine a high quality of performance and insure good customer relations.
• Assist CSR’s with irate customers requesting a Manager or special attention.
• Responsible for accuracy of customer service payroll/commissions.
• Track and analyze individual and departmental performance to maximize production in retention areas, revenue production, and enhance subscriber communications.
• Maintain favorable relations between all departments.
• Responsible for providing and analyzing daily, weekly, and monthly reports detailing departmental activity and performance as requested by the Customer Service Manager.
• Accountable for hiring, attendance, evaluations, promotions, and disciplinary actions.
• Perform all other duties as required or directed.
Preferred Experience/Skills:
• High school diploma or equivalent. Bachelor's degree is preferred.
• Demonstrated selling ability and experience is strongly preferred.
• A minimum of 2 years customer service supervisory experience in cable or related field.
• At least 2-3 years of customer service experience.
• Working knowledge of PC Based word processing and spreadsheet programs, especially Microsoft Word/Excel.
• CSG knowledge a must.
• Strong organizational and follow-through skills required.
• Candidate must possess excellent written and oral skills.
• Must be willing to work evenings, weekends, and holidays as required.