Hotwire Communications

  • Customer Service Manager

    Job Locations US-FL-Fort Lauderdale
    Posted Date 1 month ago(6/11/2018 5:06 PM)
    Job ID
    2018-1057
    # of Openings
    1
    Department
    Operations and Customer Service
  • Who We Are

    Come power the future with us!

     

    From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.

     

    And that leadership continues.

     

    We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

    What You Will Be Doing

    The Manager of Customer Service provides support and leadership to the Supervisors and Agents.  Their goal is to continuously improve and develop their front line Supervisor’s.  Their daily goal is to ensure that the Customer Service Department consistently delivers the highest level of service possible.

    • Analyzes daily and monthly Metrics and makes any needed adjustments to ensure that department goals are met.
    • Support Supervisors with customer’s escalations and find solutions.
    • Communicate processes, updates and daily reminders.
    • Recommends hiring and releasing of Supervisors and Agents to the Director.
    • Establishes and maintains a system for providing feedback to agents via, scorecards and monitoring reports.
    • Keeps abreast of new company products, services and procedures and ensures thorough communication to their team.
    • Maintains positive department morale through, subordinate feedback and establishes promotions, contest, events, etc. to keep a positive work environment.
    • Work with management on customer service initiatives.
    • Provides support to other Hotwire departments with projects and audits on  as needed basis.
    • Other duties as assigned

    What You Need to Bring

    • Bachelor’s degree or 5 plus years industry and position related experience
    • Ability to work well with peers and subordinates
    • Demonstrates experience in providing leadership and motivation
    • Working knowledge of Call Centers concepts, practices and procedures
    • Travel Required and flexible hours necessary

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