Supervisor, Cust Service Strategy & Ops

Company Name:
Responsible for the supervision of the day-to-day Customer Care Operations including procedures, policies, and supporting the Customer Service Strategy Operations team. Requires a deep understanding of company standards and goals. Customarily and regularly directs the work of at least two or more other full time employees or their equivalent.
Core Responsibilities:
Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry.
Administers customer service programs in adherence with national and system customer service objectives.
Manages and trains Customer Care Operations Specialist and Coordinators.
Assists in monitoring customer service productivity in accordance with established policy to assure adherence as well as completeness.
Ensures adherence to company policy, procedures, standards, and goals.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
Build professional rapport with internal and external customers by demonstrating active listening skills to ensure mutual understanding of customer's concerns/comments.
Effectively communicate information, verbally, and/or in writing in a clear and informative manner, and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts.
Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and
, equipment, policies and procedures, account status, marketing promotions and campaigns, serviceability, service problems, and more, as the need arises.
Analyze and solve problems regarding billing, service, sales, retention and other issues.
Act as a customer liaison for
management team, regulatory and consumer agencies, representing Comcast in a positive, professional, and ethical manner, while working to exceed customers' expectations and retain customers.
Build and support strong internal/external partnerships with other organizations to resolve complex, escalated complaints.
Provide follow through, tracking, and resolution information on all complex escalated customer complaints in an efficient and timely manner.
Eliminate repetitive occurrences of customer dissatisfaction through reporting of data, trend analysis and identification of business improvement opportunities.
Prepare consistent and professional customer correspondence to ensure prompt attention.
Assist in developing and executing team/individual objectives and provide internal/external departmental process flow improvements.
Other duties and responsibilities as assigned.
Job Specification:
Bachelors Degree or Equivalent
Generally requires 4-7 years related experience
Proficient PC skills in a Windows environment
Proven mathematical ability to calculate basic transactions
Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
Strong interpersonal skills
Demonstrated ability to establish and maintain effective relationships with customers
Proven ability to maintain composure in stressful situations
Excellent listening skills with demonstrated ability to obtain key information to assess customer needs and resolve problems
Excellent planning, organizational and decision-making skills
Ability to interpret and analyze statistical data
Ability to work in a team, sharing ideas and workload; proven adaptability to change direction in response to changes in procedures, processes, and business imperatives

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