enTouch Systems, Inc.
This position reports to the Vice President, Commercial Operations and is responsible for building a customer-centric and can-do culture. The team encompasses every aspect of customer acquisition, from incoming sales calls, provisioning, installation assistance/scheduling, dispatch, customer training and customer education. The supervisor is the point person for the team and is expected to lead by example. This position is ideal for someone with a strong background in technical sales with an aptitude for operational efficiency.
Primary Duties & Responsibilities:
Will have the following direct reports: Commercial Supervisor and a team of Inside Account Representatives/Coordinators, Dispatchers, and Provisioning Representatives and Commercial Technicians
Set and maintain compliance with process, procedures and guidelines for commercial accounts. Ensure that all customer interactions are effectively and efficiently processed and documented for reference and qualitative/quantitative analysis.
Build a team that demonstrates sound independent judgement, thorough and timely follow-through delivering a high level of care and attention to each customer interaction
Work with Vice President, Commercial Operations in handling employee-relations issues.
Required Knowledge, Skills, and Abilities (overlapping experience qualifies):
Minimum three years’ call center experience – REQUIRED. Experience such as Comcast, AT&T, Charter, Time Warner, Windstream, Consolidated, Altice, etc. Highly preferable.
Minimum three years’ technical support experience in the telecom and/or cable industry.
Three years’ supervisory experience in a Call Center environment with at least 5 direct reports.
Ability to communicate clearly and concisely.
“Can do” attitude.
Experience proactively anticipating client demands and diffusing escalations.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required bend, sit, for prolonged periods. The employee is regularly required to stand; walk; use hands to handle items and reach with arms as necessary. Overall, this is a desk role.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.
Will require at least two references.