Broadband Cust Care Supervis I
Charter Communications (Louisville, Kentucky)

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Job Summary Responsible for the supervision of the customer service staff including all activities that contribute to the acquisition, satisfaction and retention of customers Essential Functions of the position Supervise the daily activities of the Customer Service Representatives; coordinate work schedules and customer service activities; communicate customer service performance objectives Provide guidance to Customer Service Representative with service complaints; answer questions regarding services and products; discuss billing questions and service concerns; provide instruction on sales techniques Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor calls and performance metrics and provides feedback and coaching Oversee the billing service including revenues, deposits, computer entry, converter control and customer service Hire, evaluate, coach and counsel personnel in the performance of their duties Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process billing adjustments by inputting credits or other adjustments into the computer records for that customers account Perform other duties as requested by supervisor Preferred Qualifications Ability to communicate orally and in writing in a clear and straightforward manner Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable billing system, etc.) Knowledge of all functions and related tasks in the area of customer relations Knowledge of cable television products and services Knowledge of general accounting and billing procedures Vision ability: close vision, peripheral vision, and ability to adjust focus Education High School Diploma or equivalent College course work in business or related field or equivalent experience Related Work Experience Customer service experience Lead experience Certifications and/or Licenses Valid driver's license, satisfactory driving record within Company required standards and auto insurance Working Conditions Office environment Exposure to moderate noise level