Hotwire Communications

  • Customer Service Supervisor

    Job Locations US-FL-Fort Lauderdale
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    2018-1198
    # of Openings
    1
    Department
    Customer Support
  • 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 Customer Service Supervisor starts a team of Customer Service Representatives working each day. They ensure that all there hardware and software is working.  They update them on key changes in processes or services and support them in assisting our customers. They monitor calls, check data entry, take over escalated calls, take attendance and provide coaching as needed.

     

    • Responsible for call monitoring, tracking team statistics, guiding agent performance, ensure quality of work, and productivity targets.
    • Managing the floor, maintaining a professional atmosphereand adherence to work schedules. (including breaks and Lunch)
    • Handles customer escalations and special requests until final resolution has been achieved.
    • Motivates, trains and mentors staff.
    • Provides feedback to the department management team regarding processes and procedures to help the team/department run smoothly.

     

    What You Need to Bring

    • 3-5 Years Prior Call Center Supervisory Experience
    • Excellent verbal and written communication skills
    • Excellent Computer skills
    • Comfortable with team leadership and motivating a team of people
    • Comfortable with Communication/Entertainment Technology

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