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Supervisor - Chat Customer Service

Location: Morrisville
Posted on: January 12, 2022

Job Description:

JOB SUMMARYThis position is responsible for the coaching and development of a team of Chat Customer Service Representatives in a fast-paced, dynamic call center environment. This supervisor is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service.MAJOR DUTIES AND RESPONSIBILITIESContribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Actively and consistently support all efforts to simplify and enhance the customer and employee experience.Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.Monitor individual and team performance to ensure performance and quality standards are met or exceeded.Assist team with escalated customer issues.Ensure departmental standards regarding customer experience are met by regularly monitoring chat communications and performance metrics to provide feedback or coaching.Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as neededEnsure Kronos payroll system is properly accounted for and accurately updated for team.Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.Performs other duties as requested by management.REQUIRED QUALIFICATIONSSkills / Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to hire, evaluate, coach and counsel direct reports regularly in the performance of their dutiesAbility to act with honesty and integrityAbility to communicate verbally and in writing in a clear and straightforward mannerAbility to prioritize and organize effectivelyAbility to supervise and motivate othersAbility to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)Ability to manage projectsKnowledge of all functions and related tasks in the area of customer relationsKnowledge of applicable products and servicesKnowledge of general accounting and billing proceduresGood vision, including peripheral, and ability to adjust focusMust be patient, flexible, dependable and have an outstanding attendance recordExperience with customer relations, communications and sales skills EducationHigh School diploma with some college course work in business or related field; or equivalent combination of experience and education.Related Work Experience Customer service/call center experience 5-7 Years Lead/supervisory experience (preferably of a team of 10 or more people) 3+ years WORKING CONDITIONSOffice environmentExposure to moderate noise levelHours may varyEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability CCS403 291221 291221BR

Keywords: SPECTRUM, Cary , Supervisor - Chat Customer Service, Hospitality & Tourism , Morrisville, North Carolina

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