Enterprise Customer Care Lead

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

General Summary:

The Enterprise Customer Care Lead assists with the oversight of intraday activities for the Enterprise Customer Care team and in absence of the Manager serves as the primary for escalations. Primary responsibilities are training and coaching Small Business Account Representatives (SBARs) and Key Account Representatives (KARs), serving as the initial point of escalation for customer trouble and problem resolution and KPI reporting.  This person must consistently deliver and set the example for a high-quality customer service experience, for both internal and external customers.

Essential Job Functions:

• Identify training opportunities, creating materials and distributing/providing training for SBARs/KARs;
• New Hire – training and coaching;
• Process improvement - ensures process documents are complete, current, and stored appropriately;
• First point of contact for SBARs/KARs job process related questions ( eLation/SFDC ,billing, order entry);
• First-level escalation point for customer disputes;
• Oversight of NPS and Touchpoint Survey closed-loop processes;
• Monitor SBARs/KARs queues to ensure adequate coverage and queue SLAs are being met;
• KPI reporting (Phone/Orders/RightCare);
• Work load distribution from; unguidable toll, CSRs/LSRs, Directory Listings, Sales requests and other intraday activities;
• On Call assignment;
• Managing data integrity through weekly monitoring and cleanup projects. (Missing  revenue, duplicate accounts, incorrect products on accounts, missing account information;
• Direct activities of department in the absence of manager;
• Creates and executes project work plans and revises as appropriate to meet changing needs and requirements;
• Up sells products and services to customers;
• Raises our visibility through involvement in local organizations;
• Assists with directory compilation by updating directory information as appropriate;
• Anticipates customer needs and proposes alternative solutions;
• Possesses a thorough understanding of our capabilities;
• Understands pricing model and our billing procedure;

Knowledge, Skills, and Abilities:                                                             

• Knowledge of general office practices and procedures;
• Knowledge of company policies and procedures;
• Knowledge of company products and services;
• Knowledge of telephony and data services to create proposals and coordinate installations;
• Knowledge of written communication practices, procedures and formats;
• Knowledge of business software applications, i.e. billing systems, accounting systems, and vendor order systems (e.g. AT&T and long distance provider);
• Knowledge of various operating systems, Word, Excel, Explorer and Outlook;
• Skill in identifying problems and resolutions;
• Skills in prioritizing and completing multiple projects;
• Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems;
• Skill in oral and written communication
• Ability to communicate with customers, co-workers, and various business contacts in a professional, courteous and tactful manner;
• Ability to pay close attention to detail;
• Ability to work with frequent interruptions;
• Ability to follow written and oral instructions;
• Ability to work independently;
• Ability to effectively function as a team player;

Education and Experience:   

A Bachelor’s Degree or equivalent customer service and project management work experience with a keen understanding of Ritter’s OSS and BSS.

This is a department specific opportunity; must currently be a member of the Enterprise Customer Care team.