Customer Service Team Leader
2 weeks ago
Position Title: Customer Experience Supervisor
Mosaic Technologies is a premier provider of communication solutions, dedicated to enhancing the lives of families and businesses through reliable technology services. Our commitment to teamwork, dependability, and innovation is at the heart of our operations.
The Customer Experience Supervisor plays a pivotal role in driving the success of our customer service team. This position is focused on achieving company objectives by overseeing, mentoring, and training Customer Experience Specialists while contributing to strategic marketing and sales initiatives. The Supervisor is instrumental in delivering exceptional customer service and fostering revenue growth.
Key Responsibilities:
- Lead and guide a team of Customer Experience Specialists in a sales-oriented environment.
- Formulate and execute strategies aimed at surpassing growth objectives.
- Analyze sales performance metrics to pinpoint areas needing enhancement.
- Conduct ongoing training and coaching sessions to improve team capabilities and outcomes.
- Manage and report on team performance metrics, utilizing call center and queue data.
- Address customer feedback and resolve escalated issues to ensure a superior customer experience.
Essential Skills:
- Effective communication with customers and colleagues.
- Proficient in utilizing computer-based applications.
- Able to consistently engage with auditory and visual stimuli.
Why Choose Mosaic Technologies?
- Over 65 years of experience in connecting individuals through voice, video, and internet services.
- Our growth is driven by a steadfast commitment to quality.
- As a non-profit organization, we prioritize our cooperative and customer relationships.
- Safety is our foremost concern across all roles.
- Comprehensive benefits package including medical, dental, vision, 401(k), generous PTO, and service discounts available from day one.
What We Seek:
- A dedication to excellence and teamwork.
- A willingness to embrace new challenges and technological advancements.
- A commitment to exceeding expectations.
- A drive to influence key performance metrics and lead a team towards success.
- A belief in the importance of individual contributions to collective achievements.
- A desire to make a meaningful impact through your work.
Qualifications:
- Bachelor's degree in business administration, marketing, communications, or a related field, or equivalent experience.
- At least 5 years of experience in sales and/or customer service roles.
- A minimum of 2 years in a supervisory capacity.
- Experience in the telecommunications sector is advantageous.
- Understanding and adherence to all job responsibilities and safety protocols.
- A proactive approach to delivering outstanding customer experiences.
Mosaic Technologies is an Equal Opportunity Employer, welcoming applicants from diverse backgrounds, including minorities, women, protected veterans, and individuals with disabilities. We maintain a substance-free workplace, requiring successful completion of a pre-employment drug screening and background check.
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