Customer Relationship Specialist Supervisor - Call Center

Home Telecom is one of the largest independently owned telecom companies in South Carolina, serving various counties since 1904. Home Telecom is a rapidly growing company serving the Greater Charleston community, including areas in Berkeley, Charleston, and Dorchester Counties. Home Telecom provides innovative technology through our state-of-the-art Fiber deployments to provide high-speed Internet, HD Video, Security, Home Automation, and Phone services to a mix of commercial, industrial, business, and residential customers. Our team of highly trained employees are all committed to being the best and easy-to-do-business-with company. At Home Telecom, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of continuous improvement that celebrates integrity, innovative thinking, and dedication to consistently exceeding customer expectations.

Job Summary and Objective

As a call center supervisor, you will be directly responsible for the day-to-day leadership of a team of Customer Relationship Specialists. Primary duties will consist of daily, weekly, and monthly coaching to maximize performance in call handling, sales, retention, customer satisfaction, and professional development.  You will also handle customer escalations and partner with other business units to improve processes and resolve issues.  Additionally, you will oversee departmental scheduling, planning, training, interviewing, hiring, performance management, and attendance management needs for the business.  Additional responsibilities include performance appraisals, timesheet audits/approvals, and other duties as assigned by management.

Ideal candidates will have a passion for people, an understanding of reporting, analytics, and ACD systems. The ability to multitask, effective time management capabilities, along with fluency in Excel and other business office related software are essential.

This position carries a sales quota with associated commission.

·        Directly supervises customer sales and service personnel to maximize selling, upselling, and cross-selling Home Telecom products and services.  

·        Coach and develop customer relationship specialists based on organizational and individual goals.

·        Maintains work schedules to meet customer traffic flow on a daily basis. Processes daily time sheets, tracking upselling and cross selling metrics. Resolves customer issues and/or concerns.

·        Resolves customer issues and/or concerns.

·        Responsible for monthly sales, retention, and call stats reports for CSSC.

·        Other duties as directed by management.