What are the responsibilities and job description for the Cellcom Customer Care Team Leader position at Cellcom?
Joining Cellcom:
Cellcom is an innovative wireless company that provides nationwide service for its customer base throughout Wisconsin and Michigan, with more than 35 retail and agent locations. Cellcom is respected for its long-standing reputation of delivering extraordinary customer care, being a strong community partner, and for its renowned network, which is customized to its rural markets. As a subsidiary of Nsight, Cellcom is part of a family of companies offering complete telecommunications services.
What you'll be doing:
The Customer Care Team Leader provides leadership, guidance, coaching and training to Customer Care Representatives to ensure all customers receive extraordinary service. Coaches and develops staff to meet individual, team and departmental goals. Handles escalated situations referred by CCRs and at times will answer phone calls, emails, Chat, and Social Media customer inquiries.
- Provides leadership, coaches and develops a designated Customer Care Team
- Works in conjunction with the Learning and Development team to ensure CCRs are trained and kept up to date on changes in procedures and policies, new product offerings, etc.
- Responds to escalated customer inquiries. Resolves customer questions/problems when team leader intervention is needed. Uses Retention Strategies to prevent customers from deactivating.
- Other duties as assigned
What we're looking for:
You need to bring...
- High School education or equivalent
- 3 years of leadership experience with direct responsibility for others performance (coaching/goal setting)
- Internal candidates: Completing the Nsight Leadership Program counts towards one year of experience, Customer Care New Hire Mentor, Resolutions Specialist and Quality Analyst role – number of years in role counts toward experience
It would also be helpful, but not required to have...
- Associates Degree
About this position:
- Hours: 10:30 am - 7:00 pm
Mallory.leanna@nsight.com
To view our competitive benefits, click here!
Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Recruiting Manager at recruiting@nsight.com.
