Lead Customer Care - Evening

Sioux Falls, South Dakota, United States Full-time

Purpose:

The Customer Care Specialist-Lead is responsible for answering and verbally responding to inbound telephone inquiries and providing general guidance to Customer Service Representatives.

 Primary Functions:

 Performs all duties and responsibilities of a CUSTOMER CARE SPECIALIST

  • Answers escalated customer calls regarding billing and services issues
  • Identify, research and resolve advance customer issues including payment arrangement requests and rebuilding customer accounts
  • Provides support and resolution for CUSTOMER CARE SPECIALIST’s with escalated customer complaints and billing and service questions.
  • Provides direction and support to CUSTOMER CARE SPECIALIST ’s regarding customer service processes and ensures issues are handled efficiently and in a timely manner
  • In the absence of a supervisor or manager, report on all activities within the Customer Service Department.
  • Other duties as assigned

 Secondary Functions:

 Frequently required to provide the highest standard of quality, commitment, and courtesy in dealing with Vast Broadband customers and employees, focusing on customer satisfaction and retention.

  • Coordinates with other departments as necessary to ensure customer satisfaction and problem resolution.

 Qualifications:

 High School diploma or equivalent. 

  • Two years satisfactory experience performing the duties and responsibilities of a CUSTOMER CARE SPECIALIST  

  Skills and Abilities:

 Excellent oral communications skills including active listening skills and telephone etiquette are required

  • Must be able to calculate figures and amounts
  • Must be able to operate office equipment to include telephone, headset, computer, and printer
  • Must be able to multi-task and function effectively and consistently in fast-paced environment 
  • Flexibility in scheduling which may require evening and weekend hours

 Physical Requirements:

  • Frequently required to communicate verbally with customers
  • Frequently required to sit continuously for extended periods of time
  • Frequently required to perform repetitive tasks such as data entry and using telephone
  • Must have the ability to view and understand billing statement information

 

 Vast Broadband is an Equal Opportunity Employer