Customer Care Supervisor

Bluepeak • Sioux Falls, SD

1d

About The Position

The Customer Care Supervisor is responsible for the leadership, training, and development of the Customer Care Team. Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.

Requirements

• High School diploma or equivalent required.
• 4+ years of Customer Care Experience preferred.
• Minimum of 2 years Contact Center leadership experience, preferably in a cable, telephone and/or internet environment.
• Must possess the ability to work independently (self-motivated) and adapt work schedule to the needs of the department.
• Must be able to manage information in a confidential manner.
• Must possess communication skills (both verbal and written), with proven effectiveness in both areas.
• Must be able to effectively communicate with all departments and at all levels of the organization.
• Must possess an equal knowledge and understanding of the following processes: Customer Service Processes, QA background and process, Advanced Troubleshooting Techniques.
• MS Office Suite: Outlook, Powerpoint, Word, Excel, OneNote.
• Software: ICOMS, Salesforce, Peakview, Ticketview, GoCare, and Front applications.
• Experience with reporting, creating tables, process flow charts, and analytics.
• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Frequently required to sit, bend, reach, push, and pull.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Required to lift up to 5lbs at a given time.
• Must have reliable transportation.

Nice To Haves

• 4+ years of Customer Care Experience preferred.

Responsibilities

• Supervise the Customer Care Team including agent transactions, personnel related issues, incoming call volume and daily operations.
• Conduct regular coaching sessions to foster an environment of continuous learning and improvement.
• Ensure teams are informed of changes in policies, procedures, services, and features that are offered to our customers.
• Handle escalated customer inquiries by taking appropriate steps to resolve customer issues a timely manner.
• Ensure individual and team quality scores meet program goals by consistently participating in the call monitoring and reporting process.
• Understand the specific goals and identify gaps in performance, productivity, quality, and cost at the team level.
• Identify opportunities to implement innovative approaches to maximize efficiency to maintain high morale.
• Identify and resolve operational, performance and training issues or concerns.
• Build, lead, and enhance sales practices that improve customer outcomes and support business objectives.
• Assist stakeholders on projects and initiatives as appropriate.
• All other related duties as assigned.

Benefits

• Competitive Compensation + Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
• Professional Development With an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees