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Supervisor - Customer Care

The Spectrum New York City region currently seeks a Customer Care Supervisor for our Customer Service Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Essential Job Functions:

Will be expected to plan, staff and assist in supervising a staff of Customer Care Representatives to achieve and maintain department standards.
Responsible for interviewing, hiring and training Customer Care employees.
Handle supervisory calls from customers, troubleshoot and resolves any customer service issues.
Complete follow-up with assigned representatives regarding their phone status, attendance, punctuality and overall performance and to conduct weekly team meetings.
Handle and resolve inter-departmental customer service and billing problems.
Assist with quality assurance in monitoring and quality control of assigned representatives.
Monitor and track assigned supervisory reports.
Complete annual performance reviews for assigned representatives.
Assess performance and issue disciplinary action when necessary.

Job Requirements/Qualifications:
Must have a High school diploma or general education degree (GED); College degree preferred; at least four years Customer Service experience necessary; or equivalent combination of education and experience.
Supervisory experience preferred.
Should be team player and an excellent team motivator.
Be flexible with assigned shift.
Have the ability to exhibit good leadership with ease.
Excellent communication, analytical, problem solving and decision making skills.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Candidates should have a clear understanding that they will be expected to coach for improved results in all measurable metrics , while uncovering behaviors by using monitoring tools and trend analysis.
Preferred to have a sales background or related experience in a services industry.
Act as the primary resolution for internal and external issues.
Have proved history of continuing accountability in positions were coaching is required.
Proficiency in Microsoft Office.
Demonstrates behaviors aligned to Spectrum's mission and values.