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Supervisor, Customer Service

Nitro, WV, USA; Weston, WV 26452, USA Req #1323
Friday, March 13, 2020
Shentel (NASDAQ: SHEN) is a regional telecommunications company successfully providing a broad range of telecommunication solutions for over 110 years.  Shentel is committed to enriching the lives of the customers we serve with the highest quality telecommunication services by making major investments in technology easy.  It is our vision to provide rural communities with access to the same level of telecommunications services as those found anywhere else in the US.  With operations in multiple states, we provide our customers with wireline and wireless telephone, Cable TV, and internet.  In addition Shentel is proud to be an affiliate of Sprint.  We own and operate the more than 1000 towers that support our wireless network and employ the teams who work in our 48 Sprint stores, provide customer service, and operate the wireless network.  We are looking for dedicated people with professional attitudes who take pride in providing superior customer service, closing sales and driving success of all of the facets of our business.  We're Shentel.  Always connected to you.  Shentel is an Equal Opportunity Employer and a Drug-Free Workplace. 

I. Job Summary:
Under the general direction of the Manager of Customer Service, supervise all aspects of the customer service staff in a call center and retail store environment including hiring, disciplinary decisions, performance evaluations and training of staff, supervision of daily operations including call statistics and scheduling, and interaction with core system personnel to facilitate customer and interdepartmental needs.  The supervisor is responsible for providing and leading the team to deliver outstanding customer service for the entire customer base and to contribute to the progression of skills and the knowledge base for the department.  The supervisor is required to be an expert resource in responding to customer issues and delivering exceptional customer experience.

II. Duties and Responsibilities:
a. Assign work to staff to ensure timely and effective response to user needs.
b. Work closely with department contacts on issues to enhance internal customer relations and customer support.
c. Provide ongoing training and coaching to staff on operational processes and procedures, soft skills and sales skills.
d. Follow-up on support issues with unsatisfied customers to ensure that problems are resolved and customer service is improved.
e. Perform daily supervisory functions including, but not limited to, coaching employees and completing performance appraisals for team members that the supervisor has direct and daily contact.
f. Responsible for following, supporting, and enforcing all internal control processes and procedures.
g. Monitors performance measures to identify trends to improve the overall customer experience.
h. Ensures motivation of staff to maximize opportunity for customer growth through capturing opportunities to offer new, additional, or upgraded services to customers.
i. Coach employees to meet desired skill levels and obtain employee buy-in to meet company objectives.
j. Exhibits effective leadership skills and ability to build employee rapport. 
k. Self-motivated and able to work independently and as part of a team.
l. Ability to multi-task in a fast pace, repetitive stress, call center environment, handling sensitive customer situations.
m. Observes company safety procedures at all times.
n. Demonstrates and holds employees accountable for stewardship of the brand to include embodiment of the Shentel Way by ensuring appropriate use of the brand (name, logo, company, appearance, and attitude) within their respective team and organization.
a. Provide management reports on call center operations and issues regarding the support of Shentel users.
b. Identify and document new processes and procedures and standardizations.
c. Utilizing excellent people skills, shows proficiency in motivating staff to maximize opportunity for customer growth and increased sales.

III. Qualification and Requirements:
a. Education/Experience:  Two year degree required, or equivalent experience. Four year college degree preferred in a related field.
b. Experience Level:  At least two years call center experience in a supervisory role.
c. Experience Level: At least one year working in a position that requires meeting/exceeding sales goals and quotas.
d. Skills Summary:  Ability to effectively present information and respond to questions from groups of manager, customers, and the general public.
e. Possess Strong communication, interpersonal, problem solving and leadership skills
f. Intermediate knowledge of billing systems and MS Office.

This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. The incumbents may be requested to perform tasks other than those stated in this description.

The company reserves the right to revise or change this job description as the need arises. This job description does not constitute any written or implied contract of employment.

Shentel is an Equal Opportunity Employer and a Drug-Free Workplace.  Click to review our Privacy Policy.

Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please email and provide your name and contact information.

Other details

  • Job Family Customer Service
  • Pay Type Salary
  • Nitro, WV, USA
  • Weston, WV 26452, USA