Customer Service and Support Supervisor - Coudersport, PA

Essential functions of the position

• Resolve escalated Customer Service incidents and/or problems.
• Scheduling, assisting and adjustment of staff to meet peak service demands on phones and ensuring 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 eta's as well as must do's 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.
• Aid in special projects as needed.

Required Skills/Experience

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

About the role

Full-time position, minimum 40 hours per week.

Qualifications

N/A

Skills

N/A

Benefits

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

Pay

N/A

Schedule

N/A

Equal Opportunity Employer

Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.