Call Center Supervisor

About the position

The Call Center Supervisor/Team Lead for Fiber Internet Services is responsible for overseeing the daily operations of a customer service team, ensuring exceptional service delivery and high customer satisfaction. This role involves managing, coaching, and supporting team members while addressing complex customer inquiries and technical issues related to fiber optic services. The supervisor will also monitor performance, implement best practices, and maintain documentation of team activities.

Responsibilities

• Oversee the daily activities and performance of a team of Fiber Internet Customer Service Representatives.
• Provide guidance, support, and training to team members to ensure high-quality service delivery and effective troubleshooting.
• Act as a point of escalation for complex customer inquiries via phone, email, or chat.
• Monitor and assess customer service interactions to ensure customer satisfaction and adherence to company policies.
• Support the team in assisting customers with technical issues related to fiber internet connections, modems, routers, and other equipment.
• Ensure the team addresses billing inquiries, disputes, and payment issues in a timely and accurate manner.
• Conduct regular performance reviews and provide ongoing coaching to team members.
• Maintain accurate records of team performance, customer interactions, and any issues escalated or resolved.

Requirements

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous customer service experience in a telecommunications or internet service provider (ISP) environment preferred.
• Strong communication skills, both verbal and written.
• Excellent problem-solving and troubleshooting abilities.
• Familiarity with fiber optic technology and internet networking concepts preferred.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Ability to multitask and prioritize in a fast-paced environment.
• Demonstrated ability to effectively handle confidential information.
• Proven experience in a customer service or call center leadership role, preferably in a technical or fiber internet service environment.

Nice-to-haves

• Spanish language skills preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance