What are the responsibilities and job description for the Customer Service Supervisor position at South Plains Telephone Co-Op dba Horizons...?
Overview
Responsible for managing a team of customer service representatives while supporting Horizons’ high-speed broadband (internet) and landline telephone products. The supervisor will ensure that first-class customer service is maintained through effective leadership, communication, and coaching of department staff.
As upper management outlines, this supervisor will ensure customer satisfaction and department efficiency are met.
Responsibilities
- Provide day-to-day leadership and supervision of employees within the department.
- Assign, inspect, and evaluate the work of employees within the department
- Ensure CSRs adhere to company policies and procedures in their daily work
- Handles any escalations while adhering to company policies and state and federal regulations using sound judgment
- Conduct performance reviews and evaluations
- Maintain the department's daily schedule and ensure it is fully staffed. .
- Create and track goals and objectives as assigned by upper management
- Work with department supervisors to ensure satisfactory end-to-end customer service
- Stay current with applicable changes in regulatory, administrative, and office policies
- Compile state, federal, or any institutional reporting as assigned by the management team
- Prepares concise records, reports, and other written materials
- Be a team or project lead for implementing changes within the department
- Any other duties as assigned by management
Experience
- 3-5 years of verifiable and successful customer service supervisor or office management experience required. Telecommunications experience is preferred but not required.
- Bi-lingual in Spanish preferred.
- Communicate effectively and have strong communication skills, using both verbal and written formats.
- Strong computer skills and proficiency in Microsoft Office Suite
- The position requires punctuality and attention to detail.
- Provide diplomatic and courteous service to our members and employees
- Experience in understanding billing operations and conveying information to customers
- Must be knowledgeable in various computer, phone, billing, office systems, and software
South Plains Telephone Cooperative, Inc., dba Horizons Communications, has proudly served its members since 1948. We offer a competitive salary and excellent benefits.
You may visit our website, https://sptc.net/careers/ for more information.
Job Type: Full-time
Pay: $43,000.00 - $54,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $43,000 - $54,000