COMPANY: Buckeye Broadband

JOB TITLE:  Supervisor, Customer Service

DIVISION:  Customer Operations

DEPARTMENT:  Customer Service

JOB SUMMARY

• The Supervisor, Customer Service is responsible for the direct supervision of the staff of their assigned team. The Supervisor, Customer Service will actively promote excellent customer service to every customer or potential customer of the Buckeye Companies. The Supervisor, Customer Service is responsible for supervising and monitoring the daily activities of the division and the direct coaching, support, training, and performance evaluations of their assigned team members. The Supervisor, Customer Service is required to be available to the needs of the entire division and to uphold a positive attitude and feeling of well-being in the division and within the department. The Supervisor, Customer Service is responsible for actively achieving the goals of the division, department, company, and personal professional goals assigned.
• The Supervisor, Customer Service directly supervises the daily work activity of the Customer Service department. The Supervisor, Customer Service team is responsible for recognizing inaccuracies and identifying problems in the information being provided to customers regarding billing of services and general information and will report all notable issues to the Manager, Customer Service as quickly and efficiently as possible.
• The Supervisor, Customer Service reports directly to the Manager, Customer Service Call Center. Direct reports to the Supervisor, Customer Service may include Customer Service Representatives, and Lead CRSs.

ESSENTIAL JOB FUNCTIONS

The Supervisor, Customer Service is accountable for the following items:

• Monitoring the daily work activities of the Customer Service employees;
• Coaching and motivation of their assigned team to meet and exceed where possible the standards of performance;
• Provide overall support to all Customer Operations Employees;
• Timely notification and follow-up to team regarding new/updated policies and procedures;
• Availability for customer escalations as needed/requested by division employees or as requested by a customer.
• Immediate and consistent recognition of positive forces on assigned team;
• Immediate and consistent discipline of all employees on assigned team;
• Fair and unbiased treatment of all company employees
• Consistency in the implementation of all practices and procedures within the team
• Working as a member of the team to meet the performance standards of the Customer Operations Department.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines, at all times
• Actively promoting the sale, service, and retention of the company’s service to our customers and staff;
• Actively pursuing the unauthorized use of the company’s services;
• Encouraging and enforcing positive forces within the department, leadership skills within the department, and above average job performance within the department;
• Timely and accurate completion of employee performance evaluations;
• Planning, implementing, and monitoring of employee recognition programs for assigned team;
• Working towards the successful completion of annual personal, department and company goals;
• Insuring the confidentiality of all customer information;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS

Education and Experience

• High School Diploma – required
• Previous experience in management or a supervisory position – preferred
• Minimum of 1 year of customer service experience – required
• Ability to perform the essential job functions of the Lead CSR – required

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

• Delivers Results – Strategic Planning & Execution; Makes decisions in the best interest of the Company; Knows and responds to business climate; Manages ambiguity
• Develops Employees – Coaches; Empowers; Engages; Mentors; Teaches
• Displays Leadership: Is a role model; Communicates vision; demonstrates emotional maturity; manages risks; is resilient; demonstrates business acumen.
• Integrity/Ethics/Confidentiality – Acts consistently with personal standards of ethical judgment. Acts to protect and does not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
• Interpersonal Skills – Has good listening skills, builds strong service, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
• Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

Other Skills/Requirements

• Knowledge and experience with Microsoft Office programs
• Ability to maintain confidentiality of sensitive information
• Punctuality and good attendance;
• Reliable means of transportation at all times;
• Valid driver’s license and driving record that meets company standards at all times;
• Background record that meets Company standards;
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

PHYSICAL DEMANDS

May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 25 lbs. may be occasionally needed.

WORKING CONDITIONS

• The Supervisor, Customer Service is a salaried exempt position. The Customer Operations division is in operation seven days a week, 24 hours a day. The regular working hours may vary to accommodate the needs of the department.
• The Supervisor, Customer Service is required to drive on the job as needed and is subject to regular MVR checks. She/he must maintain a valid driver's license and maintain a driving record that meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.