Customer Service and Support Supervisor - Coudersport, PA

About the role

Zito Media currently has an opening for a Customer Service & Support Supervisor in the Coudersport call center. Qualified candidates will possess strong leadership ability, knowledge of Zito's cable products & services, as well as excellent written, oral and interpersonal communication skills. Full-time position, minimum 40 hours per week.

Responsibilities

• Resolve escalated Customer Service incidents and/or problems
• Schedule, assist and adjust staff to meet peak service demands on phones and ensure local offices are staffed
• Provide guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems
• Monitor functions of Dispatch department; be the go-to on evening and weekend shifts for the dispatch team
• Be prepared and willing to escalate dispatch issues to upper management (Tech Ops Manager, Director, VP)
• Be cognizant of active outages and ETAs as well as must-dos and what technicians are or are not rolling for while on-call
• Oversee and be in the know of Tier2 department
• Be available for escalated issues; be willing to reach out to engineering in the event Tier2 staff needs assistance in escalating
• Ensure the team is actively working RT tickets and hold the team accountable for such
• When Call Center Manager is not present, act as liaison for entire call center and departments within; assume needed responsibilities
• Monitor employee performance and service to customers
• Ensure achievement of all system, team and individual Customer Service/Technical Support training, goals, and standards
• Responsible for administrative aspects including reporting, time sheets, schedule adherence, etc.
• Assist with special projects as needed
• Perform other related duties and tasks as assigned or as become evident

Qualifications

• Knowledge of cable products and services
• Degree in business or technology preferred
• Strong leadership ability, as evidenced in a previous supervisory role of 5 or more employees
• Demonstrated ability to solve complex problems and make sound judgments and ethical decisions
• Excellent written, oral and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organization
• Able to troubleshoot high speed internet, digital set tops, digital phone, email, and modem issues
• Personal computer knowledge necessary, including word processing, spreadsheets and customer database software
• Availability to work a flexible schedule including weekends and evenings
• Regular, punctual and consistent attendance

Benefits

Zito offers a robust benefits package including medical, dental, vision, 401(k) plan, and discounted services for employees who reside within the Zito coverage areas.