Offline Customer Care Supervisor

Profile

Supervisor, Customer Care- OfflineFrontier Communications Corporation (NYSE: FTR) offers voice, High-Speed Internet, satellite video, wireless Internet data access, data security solutions, bundled offerings, specialized bundles for small businesses and home offices, and advanced business communications Access Solutions for medium and large businesses in 25 states with approximately 17, 350 employees. We are the largest provider of communications services to rural America. Find out more about our company, product offerings and financial results at www.frontier.com and view our exciting career opportunities at www.frontier.com/careers.We are looking for someone with the experience, desire, and drive to help their consultant become the best in the industry.Communication Skills - Excellent communication and presentation skills are required along with the ability to speak clearly and in a manner that is easy to understand. The employee must be able to effectively communicate to both technical and non-technical customers, and clearly demonstrate products and services and coach and develop consultant. Employee must also demonstrate positive interpersonal skills working in a team selling environmentTechnical Acumen - The employee should understand how technology works. He or she may not need to be an expert in all fields but should have a technical aptitude. Technology concepts should be familiar and when explaining a technical need to this person, little explanation and background should be needed. The employee must become an expert in his or her area with the ability to handle all questions related to the products and services him or she sells.Self-Teaching – Product and technology changes and market expands. Employee should be able to quickly ramp up. Ramp up time may be hours, rather than weeks or months. The employee should be constantly learning and practicing improving his or her skill set. The consultant should be intimate with the details of the products and services that the team is selling.Flexibility – The employee must be willing and capable of performing the tasks across various roles as it relates to online account handling, offline handling, training, development, quality assurance, and flexible work schedule. ExpectationsCoach the residential team to be their best; Focusing on all aspects of their professional development will be required.Qualifications include: - Your experience must show supervisor experience, leadership, teamwork, teambuilding, positive attitude, recruiting, hard work and success.In depth knowledge of the customer needs and applications which utilize the following technologies: long distance, local dial tone, internet access, VPN, collocation, ATM, Frame Relay, VoIP, CRM and Non-CRM, DSL Order Tool, HUB, Electronic Bill Payment Processing (EBPP), Workflow Manager, ESP, INET Portal, VNet Portal, ACT, iHelp, eCustomer Care, Axiom and Viryanet etc…-Implementing the Performance Plan and following thru with disciplinary action when needed. Assumes responsibility for creating and maintaining individual consultant development plans and routinely conducts performance reviews with each team member. Provides direction to subordinates on achieving specific objectives.Provide customer service by handling service inquiries via the telephone and/or email. Has enough technical knowledge to ascertain cause of problem; tracks and initiates corrective actions, follows up and coordinates to ensure problem is resolved.Coordinates work activities to achieve volume expected to meet operational requirements. Recognizes and recommends operational improvements. Monitors performance to established standards and guidelines. Ensures that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality.Uses professional concepts and company policies & procedures to solve a wide range of complex problems in creative and practical ways; makes recommendations that aid in the successful completion of initiatives within a functional area.Receives general guidance for the accomplishment of short to medium term goals and operating objectives plans and executes own work.Strong written and verbal presentation skills. Demonstrates good judgment in selecting methods & procedures techniques for obtaining solutions. EDUCATION: Bachelor’s degree preferred or equivalent work experience. 

Company info

Frontier Communications Corporation
Website : http://www.frontier.com