Supervises daily activities of Customer Service Representatives to ensure timely and quality installation and repair of voice, video, and broadband services and equipment; and assist them with sales of Alpine services that will enhance our customer lives. Monitors service order, trouble ticket and project volumes. Assists Customer Service Manager in identifying employee training needs. Maintains related records and prepares various reports and will be expected to perform the role of the customer service representative when needed. Extensive knowledge of services along with personnel skills to develop and maintain a harmonious work team while meeting goals and objectives of Alpine Communications is necessary.

Customer Service Excellence In keeping with our mission of customer excellence, all jobs carry with them an overriding responsibility to provide extraordinary customer service in terms of quality, timeliness, and assistance. A commitment to service excellence is expected of all Employees.

Key Responsibilities

RESULTS

Service Quality 40%

• Collects data and prepares reports on customer complaints and inquiries focusing on customer experience/satisfaction.
• Achieves team level service quality, customer satisfaction goals, and performance objectives.
• Broad knowledge of customer best practices for addressing various issues with our products and services to recommend the best product or most efficient solution to address the inquiry with minimal hassle for the customer.
• Prepares knowledge-based documents such as summaries and responses to FAQs.
• Prepares monthly reports summarizing the customer service team's performance.

Supervisory Responsibilities 30%

• Successfully leads and directs the Customer Service team to provide best-in-class service.
• Observes and assists Customer Service Reps with script, best practices, sales tactics, and escalated customer questions or issues.
• Conducts performance evaluations that are timely and constructive.
• Trains new and current employees in Alpine's customer service policies, procedures, best practices and products/services.
• Organizes and oversees the schedules and work of assigned staff.

Process Improvements 15%

• Identifies opportunities to update or improve the customer experience and makes recommendations to Customer Service Manager or other appropriate staff.
• Assists with budget preparation of customer service department.

Organization & Procedures 15%

• Manages a team of assigned customer service representatives and ensures compliance with company guidelines particularly related to customer satisfaction and quality of experience.
• Maintains good organization and follows each customer service issue through to completion.
• Ensures that representatives are informed about changes to company policies, products, and services.
• Monitors or reviews calls or other correspondence between representatives and customers.

Total 100%

CORE VALUES

Their Time is More Important than Ours 20%

• Fulfills job requirements on-time and in alignment with specifications/directions/expectations.
• Is respectful of time, including start/finish times, deadlines, and thoroughness.
• Shows a willingness to collaborate with others, assist in training.

Own the Answer 20%

• Thoroughly identify the problem, fully investigate the solution, act and take responsibility.
• Share thoughts and ideas, listens and supports the direction of Alpine.
• Seeks feedback on performance, while being accountable for improvement.

Invest in Our Future 20%

• Actively promotes and represents our brand, both internally and externally.
• Open to and looks for new ideas, while seeking innovative and responsible solutions.
• Continual commitment to service delivery, self-improvement, and service offerings.

Connect the Way You Want to 20%

• Uses appropriate methods to communicate.
• Is open to new ways of thinking and connections.
• Is attentive, adaptable, and takes the needs of others into consideration when making decisions creating a personalized experience.

Be Tenacious about Getting it Right 20%

• Takes responsibility for actions and takes required actions to make it "right."
• Challenges self and others to continuously raise the bar.
• Is diligent in finding the solution to the complete satisfaction of others

Total 100%

Requirements

Other Responsibilities

Also, performs other duties as assigned by management.*

*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

Education & Experience

• Bachelor's degree in business administration or equivalent training and/or experience.
• Three years previous customer care experience required. Previous telecommunications experience beneficial.
• Previous experience in supervisory role.

Knowledge, Skills, and Abilities

• Excellent management; supervisory skills.
• Excellent verbal and written communication skills, with the ability to work with people in various situations.
• Extensive knowledge of products, services, regulation, customer service principles and procedures.
• Proficient in Microsoft Office products.
• Skill in accurately working with basic mathematical concepts such as addition, subtraction, division, percentages, fractions, and ratios.
• Skill in operation various office equipment including: computer, telephone, calculator, copier, fax, and printers.
• Organized with attention to detail, while prioritizing multiple projects.
• Ability to maintain confidentiality.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Obtain and maintain a valid driver's license.

Physical Requirements

• Seeing: Must be able to see well enough to enter requests and notifications of trouble into the system. 75-100%
• Hearing: Must be able to hear well enough to communicate with customers. 75-100%
• Standing/Walking: 0-24%
• Climbing/Stooping/Kneeling: 0-24%
• Lifting/Pulling/Pushing: Must be able to maneuver and manipulate objects weighing up to 30 lbs. on a frequent basis. 0-24%
• Fingering/Grasping/Feeling: Must be able to operate telephone and computer keyboard. 75-100%

Working Conditions

This factor measures the surrounding or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the present and relative amount of exposure of dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

• Works in a standard office environment with exposure to office machinery, including copiers, telephones and computer systems. Exposure to standard office chemicals. Little temperature variation.

The above is intended to describe the general content and requirements of this position. It should not be viewed as all encompassing or an exhaustive list of duties, skills, and responsibilities required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

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