Customer Experience Supervisor-FirstNet

4 weeks ago


Bethlehem, United States Sequential Technology International Full time
Job DescriptionJob Description

Schedule: Tuesday, Wednesday, Thursday, Friday 12:30p-9p & Saturday 2:30p-11p (may change so must be flexible and available during program HOOP 8a-11p daily)

Supervisory Responsibilities:

  • Provide purpose, direction, and motivation to teams, clarifies, and communicates project objectives and success criteria.
  • Coordinates and prepares plan of actions and schedules required and keeps teams/Operations Manager informed of agent status and outstanding issues.
  • Serve as a subject matter expert, when applicable, in training Operational support staff on cross-functional business impacts
  • Ensures that representatives are informed about changes to company products and services.
  • Must be able to implement effective coaching as dictated by the client/customer. Ability is required to effectively communicate those requirements verbally and in writing.
  • Provide leadership, direction and integrate activities with team members to ensure successful implementation and support.
  • Performs other related duties as assigned.

Required Skills and Abilities:

  • Experienced skills with Microsoft Software Applications (Excel, Word, PowerPoint, etc.).
  • Excellent Phone Etiquette.
  • Partnership with other programs.
  • Excellent management and supervisory skills.
  • Excellent verbal and written communication skills.
  • Extensive knowledge of customer service procedures and principles.
  • Organized with attention to detail.
  • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
  • Must be able to speak effectively to groups courteously and tactfully in person, on phone, etc.

Additional Requirements:

  • Bachelors/associate degree helpful but not required, 3+ years’ experience call center experience.
  • Open Schedule Availability working weekends & holidays (depending on departmental needs).
  • Reliable Transportation
  • No Cell Phones on the floor
  • Leadership Academy Training Preferred

Department Hours of Operation:

  • Monday thru Sunday (including all holidays)
  • 8am – 11pm EST


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