Client Relations Supervisor

2 weeks ago


Frankfort, Kentucky, United States Metronet Full time

Rediscover Your Passion for Work

Client Relations Supervisor

We are seeking a Client Relations Supervisor to oversee our Customer Care team operating in various environments, including remote and retail settings. This role is essential in guiding our team as they assist residential clients with their Internet, Video, and Phone services. A strong background in telecommunications and technology is crucial, as you will be responsible for leading a team that addresses customer inquiries, resolves issues, and enhances operational efficiency.

KEY RESPONSIBILITIES:

- Participate in the recruitment, selection, and professional growth of Customer Care representatives.

- Collaborate closely with Workforce Management teams to assist in capacity planning and scheduling for Customer Care representatives.

- Address customer concerns and follow up on persistent and unresolved issues.

- Provide ongoing feedback and coaching to Customer Care representatives.

- Help establish and uphold standards for customer interactions and problem-solving methodologies.

- Manage productivity and quality metrics at the individual associate level.

- Ensure all Customer Care representatives maintain a customer-centric attitude, reflecting Metronet's commitment to exceptional service.

- Communicate and reinforce performance expectations and policies for Customer Care representatives.

- Facilitate communication and assistance with other departments and escalation points relevant to customer issue resolution.

- Assist in troubleshooting software and systems utilized by Customer Care associates.

- Lead team meetings and provide strategic direction to the department.

- Regularly assess and identify opportunities for continuous improvement, encouraging the Customer Care team to do the same.

- Set a benchmark for dedication to customer satisfaction for both internal and external clients, striving for effective solutions.

- Exemplify the core values of Metronet for Customer Care representatives and colleagues.

- Travel up to 20% as required for business purposes.

- Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

- High School Diploma or GED; a bachelor's degree or equivalent relevant experience is preferred.

- A minimum of 5 years of documented experience in a leadership role within a call center or technical environment.

- Exceptional verbal and written communication skills.

- Proficient in Microsoft 365, particularly Word, Outlook, Excel, and PowerPoint.

- Experience with service-specific troubleshooting techniques.

- Proven analytical and logical problem-solving abilities.

- Demonstrated experience leading virtual and remote teams.

ADDITIONAL INFORMATION:

What We Offer:

We provide a comprehensive benefits package, including Health, Vision, and Dental coverage, along with competitive compensation and a robust 401k match of up to 6%. Join us in shaping the future of the telecommunications industry.

Metronet is an equal opportunity employer. We do not discriminate against any applicant or employee based on sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran.

Join us and discover what it means to thrive in your career.

At Metronet, we are the largest independently owned 100% Fiber Optic company founded in the Midwest. We are dedicated to our customers and provide innovative fiber optic communication services, including fiber internet and comprehensive Fiber Phone solutions. Since our inception in 2005, we have expanded our networks to over 250 cities across 16 states.

Recognized as a Top Diversity Employer by Diversity Jobs, we believe in nurturing our employees' talents, offering career advancement opportunities, and promoting skill development.

Compensation Range: $90,000 - $95,000 per year.



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