DescriptionZito 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, 40 hours per week. Essential functions of the position include, but are not limited to, the following:
- 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 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.
RequirementsRequired 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.