Manager-Customer Service

at  ATT

SKILLS/EXPERIENCE:

• Call Center Management
• Build Collaborative and Diverse Teams
• Cross Selling
• Customer Service Management
• Driving Changes
• Drive Accountability (Supv)

EDUCATION:

High School Diploma or GED required.

EXPERIENCE:

Requires a minimum of 2 years of Supervisory Experience, leading a team of phone agents with a high focus on Customer Service and Cross Selling.

OVERALL PURPOSE:

Directs and manages a team of Customer or Business Services Representatives who are responsible for the day-to-day customer service issues requests which may include any of the following: new or additional services, answering customer billing and service inquiries, provisioning and maintenance, complaints, escalations, problem resolution, sales, adjustments, service order issuance inquiries and validation of service order accuracy.

KEY ROLES AND RESPONSIBILITIES:

Ensures professional and courteous representatives provide basic customer service with the objective of extending contacts; may include presales and post sales service to customers. Plans, directs, supervises, and evaluates workflow. Responsible for the day-to-day application of organizational policies and procedures; administers company policies that directly affect subordinate employees; and responsible for achieving revenue and customer service objectives. Coordinates work activities to achieve the volume expected to meet operational requirements; recognizes and recommends operational improvements. May perform internal audits and review customer records to ensure accuracy and timely responses. Monitors performance of staff members according to monitoring standards, approves special price concessions, quotes, bid allowances, or adjustments. Manages and promotes customer retention management (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Directs the flow of the operation and determine how to fix problems as they arise; responsible for training, evaluating, and managing performance evaluations of direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.