This job has expired, please see additional jobs below
Senior Manager, Customer Service
Mediacom Communications
Moline, IL, United States
Job Details - this job has expired, please see similar jobs below
GENERAL RESPONSIBILITIES:
Manage all aspects of office operations in the Inbound Call Center for Sales & Service. Responsible for the daily management and administration of all customer sales and service activities and personnel.
SPECIFIC RESPONSIBILITIES:
• Responsible for the daily management and administration of all customer sales and service activities and personnel.
• Coach & monitor CSRs in the appropriate phone procedures & performance.
• Follow Mediacom guidelines for recruiting, interviewing, and hiring Customer Sales and Service Representatives (CSR’s).
• Responsible for recruiting, interviewing and hiring Customer Sales and Service Supervisors and Leads.
• Responsible for the management and development of Customers Sales and Service Supervisors and Leads.
• Responsible for the effective communication and consistency of information between the Customer Sales and Service management staff and all other departments.
• Responsible for the overall performance of the Call Center and meeting FCC guidelines.
• Facilitate departmental training programs (billing system, office procedures, sales and service, computer, etc.) ensuring effective use of sales and communications skills and consistency of information.
• Respond to customer inquires/complaints, and ensure that appropriate action is taken including follow up with customers and staff.
• Ensure and maintain adequate staffing levels. Schedule sufficient staff to provide coverage during normal and promotional business periods.
• Adhere to the processing, retention, and compliance of Mediacom departmental administrative forms and records as directed.
• Monitor CSR’s phone interaction as a tool to ensure the application of sales skills, quality customer care, and to assess departmental training needs.
• Achieve budgetary sales and retention goals.
• Facilitate promotional briefings to all departments without System Marketing personnel.
• Develop and implement employee motivational programs.
• Knowledge of and ability to access customer accounts, key information, input work orders/adjustments as required by the Billing System.
• Forecast impact of system and departmental activity to increase customer satisfaction and decrease customer dissatisfaction.
• Follow Mediacom EEO Procedures.
• Maintain budgetary inventory of required office supplies. Ensure proper building maintenance.
• Process collections and returned checks. Maintain correct subscriber billing accounts. Balance accounts receivable and payable. Manage petty cash, payroll, and employee benefits (where appropriate).
• Responsible for managing multiple locations and ensure that all locations are meeting all of the necessary requirements.
PREFERRED EXPERIENCE/SKILLS:
• Position requires a minimum of two years experience in the Sales or Customer Service field in a Call Center environment. Communications or Business Office supervisory experience is necessary.
• Must possess excellent listening, verbal and written communications skills including good grammar and a well modulated speaking voice. Must be computer literate.
• Posses excellent organizational and office skills, and be detailed oriented to maintain excellent customer contact.
• Possess excellent English reading, writing, and mathematical skills to complete required paper work.
• Able to work in a high-pressure environment with all types of people, and establish good teamwork ability.
• Able to analyze and solve problems in a changeable work environment.
• Is neat with self and work area, and conducts self in a respectable, responsible, courteous manner.
• Possess a cooperative and positive attitude toward customers, employees and Mediacom Corporate.