Position: Customer Service Supervisor
Division: Fision Home / Hotwire Communications
Department: Customer Service
Location: Fort Lauderdale, FL
Open Date: Fri Sep 1st, 2017

**Application deadline: 9/15/2017**

 

Purpose Statement:

The Customer Service Supervisor will supervise and monitor customer service representatives, in addition to handling escalated customer calls with the goal of positive resolution.

 

Essential Duties/Responsibilities:

  • Trains, coaches, and mentors employees on how to deliver the best customer service possible
  • Work alongside management on customer service initiatives
  • Handle major incidents that cannot be resolved by agents
  • Investigate customer problems and find solutions
  • Keep abreast of new company products and services
  • Provide feedback to Customer Service Manager
  • Train agents on how to adequately address problems over the phone or how to write correspondence
  • Monitoring the team’s performance
  • Perform all other duties as assigned

Qualifications:

 

REQUIRED QUALIFICATIONS:

  • Bachelor’s degree preferred
  • At least 3 years of relative experience; preferably call center
  • Excellent customer service skills
  • Strong English verbal and written skills

 

 

DESIRED QUALIFICATIONS:

  • Amdocs experience preferred
  • Experience in the telecommunications industry preferred
  • Experience with quality measured calls

Physical Demands:

 

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Work Environment:

 

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

 

Equal Employment Opportunity

Hotwire Communications is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or Veteran status.

 

Hotwire Communications does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Hotwire Communications and Hotwire Communications will not be obligated to pay a placement fee.

 

*Sponsorship is not available for this position

If interested in this or any of the open positions, please email your resume
and cover letter to careers@hotwiremail.com