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Client Support Center Supervisor in 10205 E 61st St. Tulsa, OK 74133 at SageNet

Date Posted: 7/13/2018

Job Snapshot

Job Description

Summary:

The primary role of this position is the day-to-day supervision of the Client Support Analysts. The Client Support Center (CSC) ensures positive client experience through high quality service and communication thereby attaining client retention. The CSC handles incoming client phone calls and emails regarding a variety of questions and inquiries, providing answers and appropriate actions when able and forwarding clients to the proper support as necessary. Additionally, the CSC is responsible for the placement of client orders into the SageNet systems. CSC clients are both external and internal and they support the SageNet Program Managers and Sales teams as well as SageNet’s clients. The CSC Supervisor Role will be responsible for creating and maintaining standard script language for reference on calls with customers, maintaining team metric reporting, and handling issue escalation and resolution. The position will handle day to day activities in conjunction with the team as required.  

 

Responsibilities:

  • Facilitate team efficiencies and workload assignments ensuring accuracy and completion of workload
  • Supervise and lead day-to-day activities and human resource issues for the CSC team
  • Handle order and issue escalations
  • Work with the SAP support and IT teams to review error logs, and resolve system issue in relation to order processing, and order handling processes
  • Take a lead role in large pre-sales activity of pre-qualify site lists for Broadband service
  • Program Management order and reporting support
  • Clean up and management of open order report to ensure old orders are cancelled/deleted in a timely fashion
  • Team metric report creation/generation
  • Work effectively and efficiently with Sales/Program Managers/Provisioners to provide an outstanding customer experience
  • Ensure accuracy in personal work and work completed by the CSC team

Job Requirements

Requirements:

  • Experience managing large volume of orders
  • 1+ years Previous Supervisory experience helpful
  • Interview and team building/hiring experience helpful
  • Customer Service involvement with a focus on overall customer experience
  • Experience with ordering broadband and/or telephony products from LECs, ILECs, CLECs, Cable, Cellular providers
  • Strong organizational and time management skills
  • Excellent communication skills (written and oral)
  • Ability to balance multiple issues at same time
  • Strong attention to detail; commitment to accuracy and detail

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