Customer Care Lead
Bluepeak
Date: 2 weeks ago
City: Sioux Falls, SD
Contract type: Full time
Job Details
Description
“We Push the Boundaries of Possibilities for our Communities.”
Overview of the Position Responsibilities: The Customer Care Lead is responsible for supporting the daily operations of the Center of Excellence (COE) as well as participating in customer communications as an active member of the Care Team. This role will regularly communicate through voice, email, and chat with both front-line employees and customers. The Customer Care Lead will partner with leadership as needed for tactical and developmental support of Care Team employees.
Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.
What You Will Do
We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.
Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Description
“We Push the Boundaries of Possibilities for our Communities.”
Overview of the Position Responsibilities: The Customer Care Lead is responsible for supporting the daily operations of the Center of Excellence (COE) as well as participating in customer communications as an active member of the Care Team. This role will regularly communicate through voice, email, and chat with both front-line employees and customers. The Customer Care Lead will partner with leadership as needed for tactical and developmental support of Care Team employees.
Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.
What You Will Do
- Provide direction and support to Customer Care Specialists regarding customer service processes and product information.
- Ensure issues are handled efficiently and in a timely manner.
- Perform basic coaching functions to support Customer Care Specialists as well as report on all activities within the COE.
- In the absence of a supervisor or manager, report on all activities within the COE.
- Actively monitor queues, agent states, long calls, and key metrics (AHT, ASA, SL, ACW, AUX, hold times) via available dashboards and tools, and apply appropriate intervention.
- Partner with NOC by proactively communicating patterns that indicate impairments and completing Degradation Reports as needed.
- Answer escalated customer calls regarding billing and advanced technical support issues.
- Identify, research, and resolve advance customer issues including payment arrangement requests and rebuilding customer accounts.
- Act as a senior agent who will drive NPS through customer support, reducing effort, and providing resolution.
- Be actively involved with the operational delivery and UAT for new product and feature releases as needed.
- All other related duties as assigned.
- High School diploma or GED required.
- 5+ years customer service and technical support experience in the telecommunications/fiber optic industry required.
- ICOMs biller knowledge or experience preferred.
- Advanced customer service and time management skills.
- Excellent written and verbal communications skills including active listening skills and telephone etiquette are required.
- Basic coaching skills with the aptitude to learn.
- Great organizational and interpersonal skills.
- Ability to maintain professionalism in challenging and/or changing situations.
- Upon job offer, must be able to complete a background check and a drug test prior to employment
- Competitive Compensation + Annual Bonus Eligibility
- Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
- Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
- Professional Development with an Emphasis on Internal Promotion
- Employee Discounts on Bluepeak Services, Including Internet
- Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!
We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.
Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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