Comporium Communications
  • 01-Sep-2017 to 30-Sep-2017 (EST)
  • Rock Hill, SC, USA
  • Full Time

Comporium is a diversified communications company providing a Quintuple Play of five services -- voice, video, data, wireless and security -- at the retail level; as well as, providing security monitoring and directory publishing for its industry customers. Under this concept, the Comporium Group is uniquely positioned to offer customers a one-stop-shopping for all their communications needs.

We are currently seeking a self-motivated Customer Contact Center Team Supervisor in Rock Hill, SC.

Comporium is proud to offer

Competitive Pay

Employee Assistance Program

PTO - Paid Time Off

Nine Paid Holidays

401(k) with company matching!

Flex Spending Account

Life and Supplemental Life Insurances

Short and Long-term Disability

Tuition Assistance

Company Sponsored Events

Product and Service Discounts

Employee Development

Yearly Employee/Family Gatherings

Summary:

Responsible for supervising a team of Residential Customer Contact Center Attendants, Security Monitoring Agents, Video and Telephone Support Specialists and/or Internet Support Specialists to include providing quality assurance , guidance, motivation and coaching sessions to individual team members. In addition, the Team Supervisor, on duty at any given time, is responsible for monitoring the entire Contact Center floor operations activities in the Rock Hill and Lancaster locations, including handling escalated customer calls and ensuring that required staffing needs are met in order to meet required KPI's.

Hours: Weekdays 3pm-11pm and every other weekend

Duties:

  • Provide monthly monitoring and coaching sessions for team members, including reference to attendance, performance requirements, and ensuring that all sales/lead upgrade goals are met.
  • Monitor Customer Contact Center real time conditions and team members, and quickly respond to changing conditions to ensure maximum efficiency, world class customer service, first call resolution and adherence to KPI's for Customer Service, Tech Support, Security and Repair Call Centers.
  • Identify the need for, and recommend specific training for team members.
  • Handle escalated customer issues effectively and efficiently while striving for first call resolution and providing world class customer service.
  • Monitor outages and respond accordingly including internal outages affecting the Customer Contact Center.
  • Assist field technicians with customer troubles such as staging and changing out converters, troubleshooting issues, dispatching and clearing tickets for all Call Centers.
  • Work with other departments within the Enterprise, including but not limited to: Network, Engineering, CNOC, Testboard, Plant, Marketing and Retail to provide satisfactory resolution to customer inquiries and issues.
  • Handle new hire onboarding for respective team members in relation to established checklist.
  • Adhere to departmental guidelines as related to attendance and performance.

Requirements:

  • High School Diploma/GED required; 2 year technical or business degree preferred.
  • Minimum of 4 years customer service, contact center and or internet tech support experience in a similar communications environment. Supervisory experience preferred.
  • Strong leadership, customer service, problem solving, sales, and communication skills a must. Position also requires strong technical abilities and understanding of all internet related services and set-up.
  • Ability to work flexible hours including weekends, holidays and severe weather. Ability to work extended or overtime hours, as needed.

We firmly believe that our company is only as good as the people we employ. Join a company that values its employees and rewards them for a job well done!

Equal Opportunity Employer/Contractor





Comporium Communications
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