Supv, Technical Service CC (43919) Wichita, Kansas
Develops and directs overall technical support of all products for CCI's customer service function. Develops and implements policies for the resolution of service related inquiries. Provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquires through phone, mail email and/or face to face contact with customers. Promotes and sell the companys products and services. Provides operational management and support at call center locations to ensure efficient and timely resolution of technical support issues. Analyzes and makes recommendations based on call volume trends and other factors for forecasting future customer service needs including staffing and call capacity.
1-Recruits, hires and provides coaching and development to customer relations and operations staff;
2-Manages customer service representatives including telephone, correspondence and/or research functions to ensure smooth and effective delivery of service to residential and commercial customers;
3-Develops and monitors the application of customer service policies and procedures;
4-Develops, implements, and improves processes through identification of operational, sales and technological changes that are having an impact on customer satisfaction and call center efficiency.
5-Administers, coordinates and directs customer service operations and policies;
6-Assists customer service representatives with complex customer service issues; approve special prices concessions, quotes, bid allowance, or adjustments;
7-Handles escalated and unresolved calls;
8-Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner;
9-Monitors and evaluates the quality of inbound and outbound telephone calls; Coordinates department budge to ensure cost effective operations;
10-Manage special projects designed to enhance service;
11-Partners with other manager(s) to communicate business observations, customer feedback, etc.;
12-Supervises exempt-level staff; responsible for coaching, training, and developing subordinate staff. Assigns work, sets completion dates, review work and manages performance in accordance with organizational policies, procedures, and performance management processes.
Typical Training / Experience - Typically requires BS/BA in related discipline; some disciplines may only require Associates degree. Generally 3 to 5 years experience in related field. Certification is required in some areas
Influence/People Leadership - Primary input to hiring, performance, and rewards decisions for a group of service, production, or support employees, perhaps assisted by subordinate team leaders or senior individual contributor employees; Primary contribution is supervising other people (rather than applying knowledge); Supervises support, production, and/or lower level professional individual contributor employees directly or indirectly; Schedules work for optimum efficiency and productivity; Provides day-to-day work direction; Schedules and approves vacation and overtime; May be a project or process manager without direct reports responsible for influencing and coordinating with non-reporting resources
Supervision - Typically supervises non-exempt support and service employees
Span Of Control/Complexity - Activities are relatively homogenous; generally only one shift or area is supervised by incumbents at this level OR may lead smaller, less complex projects/ assignments
Decision-Making Authority - In conjunction with higher management, ensures that work is performed consistently with CCI policies and procedures
Financial - Contributes to development of an operating plan, budget, and performance goals (revenue and/or expense) for the work group(s) managed and the department of which it is a part; May manage elements/portions of a department or project budget
Consequence Of Error - Actions at this level can cause or prevent delays, inefficiencies, or unnecessary expenses and affect the efficiency and effectiveness of the people and/or the projects managed
Typical Problems Solved - Identification/application of solutions is more likely to be based on similar prior experiences, not on ingenuity; problems are generally clearly defined
Core Functions - Assigns and checks work; Provides guidance and training; Provides input to hiring, firing, layoff, promotion, reward, and other decisions; Manages overtime; Focused on maintaining steady workflow and productivity, meeting service/productivity standards, and resolving operational problems and handling disturbances; Manages a small/medium size project team
Technical/Admin Work Performed - May spend up to 20% of time performing service, production, craft, or support work OR May manage a project or process that is more narrowly defined or basic/noncomplex
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