Enterprise Customer Care Lead

2 months ago

Little Rock, United States Ritter Communications Full time

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. (Missingrevenue, 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

  • Enterprise Customer Care Team Lead

    1 week ago

    Little Rock, Arkansas, United States RITTER COMMUNICATIONS HOLDINGS, LLC Full time

    Job OverviewRITTER COMMUNICATIONS HOLDINGS, LLC is seeking a highly skilled Enterprise Customer Care Lead to join our team. As a key member of our customer service operations team, you will play a vital role in ensuring exceptional customer experiences across various departments.About the RoleThis position is responsible for overseeing intraday activities,...

  • Enterprise Mobility Operations Specialist

    2 weeks ago

    Little Rock, Arkansas, United States Enterprise Mobility Inc Full time

    Job OverviewEnterprise Mobility Inc. is a leading provider of automotive rental services, operating the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands.We are seeking a highly skilled Customer Experience Representative to join our team. As a key member of our operations team, you will be responsible for delivering exceptional customer...

  • Customer Service Manager for Enterprise Clients

    2 days ago

    Little Rock, Arkansas, United States Ritter Communications Full time

    Ritter Communications, a leading telecommunications provider in the Mid-South, is seeking an experienced Enterprise Customer Care Team Lead to join our team. As a key member of our customer care department, you will be responsible for overseeing intraday activities and providing training and coaching to Small Business Account Representatives (SBARs) and Key...

  • Lead Accounting Specialist

    3 days ago

    Little Rock, Arkansas, United States Enterprise Accounting Partners Full time

    About the RoleWe are seeking a highly experienced Senior Accountant to join our team at Enterprise Accounting Partners. The successful candidate will have a strong background in accounting and finance, with excellent analytical and problem-solving skills.The salary for this position is approximately $65,000 per annum, based on education and experience. The...

  • Customer Experience Representative

    3 weeks ago

    Little Rock, United States Enterprise Mobility Inc Full time

    Overview Enterprise Mobility operates the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands and has frequently been named one of the top places to work. Enterprise Mobility is the largest and fastest growing privately owned automotive rental and leasing company in North America and we are hiring now! We are working toward our shared...

  • Customer Experience Representative

    4 weeks ago

    Little Rock, United States Enterprise Mobility Inc Full time

    Overview Enterprise Mobility operates the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands and has frequently been named one of the top places to work. Enterprise Mobility is the largest and fastest growing privately owned automotive rental and leasing company in North America and we are hiring now! We are working toward our shared...

  • Primary Care Physician

    4 weeks ago

    Little Rock, Arkansas, United States Enterprise Medical Recruiting Full time

    At Enterprise Medical Recruiting, we are seeking a skilled Family Medicine physician to join our team in Little Rock, Arkansas. This is an excellent opportunity for a medical professional to work in a value-based, primary care setting that emphasizes patient accountability.The ideal candidate will have the ability to provide high-quality patient care while...

  • Senior Care Physician Wanted in Little Rock, AR

    4 weeks ago

    Little Rock, Arkansas, United States Enterprise Medical Recruiting Full time

    Enterprise Medical Recruiting is seeking experienced staff physicians to join our growing value-based primary care group serving over 65 markets. We are expanding into the Little Rock, AR area and are looking for talented professionals to contribute to our mission of patient accountability.About Our OrganizationWe are a leading provider of value-based care...

  • Enterprise Software Solutions Manager

    1 week ago

    Little Rock, Arkansas, United States Public Consulting Group Full time

    Enterprise Software Solutions">Public Consulting Group is seeking a highly experienced Enterprise Software Solutions Manager to lead our team in implementing innovative solutions for our clients. As a key member of our team, you will provide expert advice, assistance, and guidance to support major ERP Migration projects and ensure all project requirements...

  • Enterprise Sales Manager

    4 days ago

    North Little Rock, Arkansas, United States Lafferty Equipment Manufacturing, Inc. Full time

    Job OverviewLafferty Equipment Manufacturing, Inc. is seeking an experienced Enterprise Sales Manager to lead our key account management efforts. This role requires a strong track record of sales success, exceptional customer service skills, and the ability to work in a fast-paced environment.Estimated Salary: $80,000 - $120,000 per year.Responsibilities

  • Enterprise Technology Services Coordinator

    4 weeks ago

    Little Rock, Arkansas, United States Dillards Full time

    Job OverviewWe are seeking a skilled Enterprise Technology Services Coordinator to join our team at CDI Contractors, LLC in Little Rock, AR.About the RoleThis exciting opportunity is for a motivated individual who will work closely with all divisions in CDI and our parent company's IT teams. As an Enterprise Technology Services Coordinator, you will play a...

  • Medical Director Opportunity in Virginia for Orthopedic Physician

    4 weeks ago

    Little Rock, Arkansas, United States Enterprise Medical Recruiting Full time

    Enterprise Medical Recruiting is seeking an experienced Orthopedic Physician to join our team as a Medical Director in Virginia. This is a permanent opportunity that offers a unique chance to build your practice based on your specialty training and clinical interests.We are looking for a highly skilled physician who can absorb an established patient base,...

  • Enterprise Infrastructure Strategist

    4 weeks ago

    Little Rock, Arkansas, United States SHI GmbH Full time

    About SHI GmbHSHI International Corp. is a global provider of IT solutions and services, with a commitment to diversity and continuous professional growth opportunities.Job SummaryWe are seeking an experienced Solutions Architect - Infrastructure to assist our customers in implementing data center infrastructure initiatives. As a key member of our team, you...

  • Truck Driver

    4 days ago

    Little Rock, Arkansas, United States Foxx Enterprise LLC Full time

    Job DescriptionWe are seeking a dedicated Class A Truck Driver to join our team at Foxx Enterprises LLC. This is a fantastic opportunity for an experienced driver to deliver customer freight across the southern United States.About the Role:We offer a competitive salary of $51,200 - $62,300 per year, based on experience, plus additional pay for each load...

  • Professional Truck Driver

    3 days ago

    Little Rock, Arkansas, United States Foxx Enterprise LLC Full time

    Dedicated Truck Driver OpportunityWe are excited to announce a new opportunity for a skilled Class A Truck Driver to join our team at Foxx Enterprises LLC. As a dedicated truck driver, you will play a vital role in delivering customer freight across the southern United States.About the Job:This position offers a competitive salary of $51,200 - $62,300 per...

  • Customer Service Lead

    4 days ago

    Little Rock, United States Burlington Stores Full time $13

    If you have strong leadership skills, a friendly, outgoing demeanor, an interest in retail, and you thrive in a fast-paced environment, join Our Burlington team as a Customer Service Lead!Overview:As the Part Time Customer Service Lead, under the guidance of the Assistant Store Manager and Customer Service Supervisor, you’ll be responsible for leading...

  • Customer Service Lead

    4 days ago

    Little Rock, United States Burlington Stores Full time $13

    If you have strong leadership skills, a friendly, outgoing demeanor, an interest in retail, and you thrive in a fast-paced environment, join Our Burlington team as a Customer Service Lead!Overview:As the Part Time Customer Service Lead, under the guidance of the Assistant Store Manager and Customer Service Supervisor, you’ll be responsible for leading...

  • Enterprise IT Project Lead

    1 week ago

    Little Rock, Arkansas, United States Public Consulting Group Full time

    We are seeking a highly skilled IT Consulting Specialist to join our team at Public Consulting Group. As a key member of our Technology Consulting Practice Area, you will be responsible for managing public sector state government projects, supporting the growth of the team, and driving the portfolio of projects forward. This role requires expertise in...

  • Medical Professional Wanted in Arkansas

    4 weeks ago

    Little Rock, Arkansas, United States Enterprise Medical Recruiting Full time

    Company Overview:Enterprise Medical Recruiting is a leading medical recruitment agency serving over 65 markets nationwide. We specialize in connecting top medical talent with the most prestigious healthcare organizations.About the Role:We are currently seeking an experienced family medicine physician to join our team in Little Rock, AR. As a valued member of...

  • Customer Service Project Manager

    2 days ago

    Little Rock, Arkansas, United States Ritter Communications Full time

    Company OverviewRitter Communications is a dynamic and growing company that provides excellent customer service to its clients. Our team is dedicated to delivering exceptional results and we are looking for a skilled Customer Service Project Manager to join our Enterprise Customer Care team.We offer a competitive salary of $65,000 - $75,000 per year,...