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Supervisor, Technical Customer Service

Company Name:
Charter Communications
## Description

job
SUMMARY
Responsible for direct supervision of telephone trouble ticket staff including all activities that contribute to the diagnosis, tracking and resolution of customer initiated service troubles.
ESSENTIAL FUNCTIONS OF THE
position
_Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork_
Supervise daily activities of telephone Trouble Ticket Representatives; coordinate work schedules and trouble ticketing activities; set trouble management performance objectives
Provide guidance and instruction to telephone Trouble Ticket Representative regarding service complaints, telephone troubleshooting and diagnostic techniques, telephone
services
and products and service concerns
Ensure departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor calls and performance metrics and provide feedback and coaching
Monitor trouble ticket performance metrics including call handling performance metrics, resolution rates (Mean time to
repair
: MTTR), repeat troubles, ticket information accuracy and customer service responsiveness
Generate reports for management as required
Handle customer escalations per established policies, procedures and guidelines
Hire, evaluate,
coach
and provide performance feedback and action plans for staff
Coordinate resolution of trouble
tickets
with other departments including Dispatch on service calls; support resolution of network initiated trouble reports with NOC/NSOC personnel and network engineers
Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process billing adjustments by inputting credits or other adjustments into
computer
records for that customers account
Perform other duties as requested by
supervisor
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, telephone billing system, etc.)
Knowledge of all functions and related tasks in area of customer relations & trouble management
Knowledge of telephone products and services
Knowledge of telephone regulations for customer service and trouble management
Knowledge of service trouble shooting diagnostic procedures
Knowledge of general accounting and billing procedures
Knowledge of telephone order processing and day-of-install procedures
Education
College course work in business or related field or equivalent experience
Related Work Experience Number of Years
Telephone customer service experience 3
Telephone trouble management experience 4
Supervisory experience 2
WORKING CONDITIONS
Office environment
Exposure to moderate noise level
24/7 Customer Care Center
## Qualifications
Primary Location: US-Kentucky-LOUISVILLE
Req ID: 1403264

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