Commercial Customer Care Manager in Hilton Head Island, South Carolina, US at Hargray

Date Posted: 10/8/2018

Job Snapshot

Job Description

General Description of Position:

Responsible for the management of the Commercial Customer Care Team. The team is focused on the retention and overall satisfaction of small to mid-sized commercial accounts for Hargray Communications.  Develops the team to providing world class customer service for all of their service needs. Team activities include service quote generation, account maintenance and service order activity associated with upgrades and new services to existing accounts.

Duties & Responsibilities:

  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
  • Review records or reports pertaining to activities such as production, payroll to verify details, monitor work activities, or evaluate performance.
  • Recruit, interview, and select employees.
  • Interpret and communicate work procedures and company policies to staff.
  • Compute figures such as balances, totals, or commissions.
  • Coordinate activities with other supervisory personnel or with other work units or departments.
  • Develop or update procedures, policies, or standards.
  • Make recommendations to management concerning such issues as staffing decisions or procedural changes.
  • Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
  • Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.

 

  • Develop work schedules according to budgets and workloads.

 

 

Job Requirements

Qualifications and Minimum Requirements:

  • High school diploma or equivalent
  • Minimum of 3 years’ experience in a similar role
  • Strong computer, communication (written and verbal), problem solving, and project management skills
  • Ability to communicate effectively with customers, employees, and managers and have good customer service skills
  • Must be well organized and understand process documentation and flow charts
  • Salesforce experience preferred

EOE/Disability