Call Center Supervisor

Job Title: Call Center Supervisor/Team Lead - Fiber Internet Services

As a Call Center Supervisor/Team Lead for Fiber Internet Services, you will be responsible for overseeing the daily operations of a team of customer service representatives. Your goal will be to ensure that the team provides exceptional customer service, resolves customer inquiries efficiently, and maintains high levels of customer satisfaction. You will manage, coach, and support your team while aligning with company objectives, troubleshooting complex technical issues, and ensuring smooth operations in a fast-paced environment. The role requires strong leadership, problem-solving skills, and in-depth knowledge of fiber optic services and products.

Initial Work Schedule: Sunday through Thursday, 12 p.m. to 9 p.m.

Key Responsibilities:

• Team Management & Supervision:
• Oversee the daily activities and performance of a team of Fiber Internet Customer Service Representatives.
• Provide guidance, support, and training to team members to ensure high-quality service delivery and effective troubleshooting.
• Ensure adherence to customer service protocols, performance targets, and company standards.
• Customer Inquiry Management:
• Act as a point of escalation for complex customer inquiries via phone, email, or chat.
• Ensure your team responds to customer inquiries professionally and efficiently, providing accurate information about fiber internet services, pricing, packages, and promotions.
• Monitor and assess customer service interactions to ensure customer satisfaction and adherence to company policies.
• Technical Troubleshooting & Support:
• Support your team in assisting customers with technical issues related to fiber internet connections, modems, routers, and other equipment.
• Ensure your team effectively troubleshoots customer issues, escalating unresolved issues to appropriate technical support when necessary.
• Educate your team on the latest troubleshooting processes and techniques to maintain high-quality service.
• Billing & Service Order Management:
• Ensure your team addresses billing inquiries, disputes, and payment issues in a timely and accurate manner.
• Support your team in processing service orders, upgrades, downgrades, and installations. Ensure all service requests are processed efficiently and in line with customer expectations.
• Performance & Quality Monitoring:
• Conduct regular performance reviews and provide ongoing coaching to team members.
• Monitor team productivity and customer interactions to ensure compliance with service standards. Provide feedback and implement strategies for continuous improvement.
• Maintain and enforce best practices for customer service, technical support, and issue resolution.
• Documentation & Reporting:
• Maintain accurate records of team performance, customer interactions, and any issues escalated or resolved.
• Ensure all customer inquiries, resolutions, and troubleshooting steps are properly documented in the customer relationship management (CRM) system.
• Prepare regular reports on team performance, customer feedback, and service quality to share with management.

JOB EXPERIENCE

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous customer service experience in a telecommunications or internet service provider (ISP) environment preferred.
• Strong communication skills, both verbal and written.
• Excellent problem-solving and troubleshooting abilities.
• Familiarity with fiber optic technology and internet networking concepts preferred.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Ability to multitask and prioritize in a fast-paced environment.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as needed.
• Demonstrated ability to effectively handle confidential information.
• Record of integrity, ethical, professional, and personal standards supported by references.
• Proven experience in a customer service or call center leadership role, preferably in a technical or fiber internet service environment.
• Strong understanding of fiber optic products, services, and troubleshooting techniques.
• Ability to manage and motivate a team in a fast-paced, high-volume environment.
• Experience in performance management and coaching team members to achieve service goals.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Experience:

• supervising: 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• St. Louis, MO 63141 (Required)

Work Location: In person

Salary : $20 - $25