Supervisor, Technical Care - Res / Bus

We are open to hiring remote if we find the right talent in any of these states: AL, AK, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT.  

What you will do to contribute to the company's success  

•  Put your interviewing and training skills to good use as you would be an essential part of the new hire process for front line associates. 

• The team will always be on track since part of your responsibilities will be to conduct regular team meetings to communicate changes in policies, procedures and to share best practices. 

• You'll monitor service calls for accuracy and to identify training and coaching opportunities. 

• Your fantastic team's performance is of the utmost importance. It will be your job to monitor not only their production, but the trends of the call center as well. This will help to ensure the company attains its revenue and performance targets. 

• Our customers are incredibly important to us, and we want to make sure they have a seamless and positive experience. At times, you will be responsible for helping our customers on the escalation line. 

• There is always room for improvement, so we do ask our Supervisor team to create processes to standardize procedures for improved efficiency. 

Qualifications  

• Associate’s degree (A.A.) or equivalent from two-year college or technical school; and six months to one year related experience and training; or equivalent combination of education and experience. 

• Associate’s degree (A.A.) preferred. 

• Must be detail oriented with excellent customer service, oral and written communication skills. 

• Ability to supervise, coach, and direct Technical Care Center associates in a professional manner. 

• Computer proficiencies in Microsoft Office, Word, and Excel. 

• Accurate data entry skills.  

Core Competencies   

•  Committed: Values each and every customer, while working hard to keep their business and support our communities.   

• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.   

• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.   

• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.   

Benefits  

Sparklight, a Cable One brand, appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:   

• Medical, dental, and vision plans – start when you start!   

• Life insurance (self, spouse, children)  

• Paid time off (vacation, holiday, and personal/sick days)   

• 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)  

• Group Legal plan with Identity Theft Protection  

Additional Perks   

• Tuition reimbursement (up to $5,250 on 1st year)   

• Annual community support to various organizations across the U.S.   

• Associate recognition & awards programs  

• Advancement opportunities   

• Collaborative work environment   

Our Commitment