Supv Customer Support (NE Philly)

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Ensure competence and continuity of qualified customer service representatives through optimum selection, training and development, appraisal and motivation techniques.

Ensure high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.

Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.

Monitor employee performance and service to customers.

Review, verify and request refund and/or adjustment requests.

Ensure achievement of all system, team and individual Customer Service goals and standards.

Communicates sales and marketing programs to staff.

Responsible for administrative aspects including reporting, time sheets, schedule adherence, etc.

Creates and maintains personnel files as required.

Ensures sales and retention goals are met.

Performs other related duties as assigned.

Qualifications

Bachelor's degree or the equivalent in customer service work experience and self-study required.

Strong leadership ability, as evidenced in a previous supervisory role or an equivalent extracurricular experience.

Demonstrated ability to solve complex problems and make sound judgments and ethical decisions.

Proven ability to motivate and develop through coaching and counseling.

Excellent written, oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organizational management.

Proven mathematical ability to calculate figures and amounts as discounts, interest and commissions.

Availability to work a flexible schedule including weekends and evenings.

Personal computer knowledge necessary, including customer database software.

Regular, punctual and consistent attendance.



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