Lead Operations Support (Dispatch)-San Rafael

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The Lead Operations Support position is responsible for in the absence of Supervisor / Manager, acting in a supervisory capacity with 5-10 other Customer Support Representatives and reports to the department Supervisor. Demonstrate courtesy and patience at all times, especially with dissatisfied customers or in tense customer situations. Represents Comcast in professional and positive manner in all situations. Will have adequate familiarity with procedures of other departments in order to solve customer problems or refer them to appropriate others for solution. Will work under general supervision, within well-defined guidelines, procedures and goals. Creative thinking ability necessary to periodically deviate from procedures when circumstances warrant ensuring customer and employee satisfactions. Utilizing CSG system and other appropriate resources, will answer customer inquiries about all elements of subscriber account status and the scheduling/rescheduling of installation, change, repair or disconnection of service. Analyze, interpret and resolve subscriber problems, which relate in any way to our products or services. This may result in solution or referral of the matter to others for resolution. Provide daily guidance and/or assistance to Customer Support Representatives in resolution of difficult customer questions and/or problems. Ensure optimum staffing levels through efficient monitoring of staff and achievement requirements during peak hours. Maintain reporting of statistical data for Supervisor's use. Handle problem customers or accounts as necessary. Act as an informational resource to Customer Support Representatives in the course of their work. Monitor calls to ensure appropriate handling and resolution. Keep Supervisor informed as necessary. Demonstrate support for excellent customer service. Maintain a professional attitude and appearance at all times. Assist with assigned administrative duties. You must be punctual, regular and consistent with attendance.

Qualifications
EDUCATION: High School Diploma
Minimum 2 years work experience in either call center environment and dispatch environment.
Stung PC skills and familiarity with Microsoft Office applications. Intermediate MS Excel, a must.
Ability to lead.
Excellent verbal and written communications skills.
Ability to work under pressure.
Ability to drive issues through to resolution, but highly professional in all communications with internal staff as well as external customers.
Broad based knowledge of telecommunications field to include billing and repair.
Must be able to multi-task and work in a fast paced environment.
Strong customer service skills particularly follow up and detail.
Problem solving skills, a must.
Strong organizational and time management skills.
Must be able to work independently and be self-motivated.
Strong knowledge of CSG billing system.
Ability to clearly communicate with employees, customers and other departmental associates.
Regular and punctual attendance is required. Ability to work overtime as needed.

Benefits
Full benefits after completion of 90 days. Free cable and internet service provided.


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