What are the responsibilities and job description for the Customer Relationship Specialist Supervisor - Call Center position at Home Telephone ILEC,LLC?
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
- 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.
Education: High School Diploma or GED required. Associate degree or higher in business or related field preferred.
Related Experience: Three (3) years of call center experience and 2 years of supervisory experience.
Home Telecom is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.
