Supervisor, Business Support Center in Savannah, GA at Hargray

Date Posted: 11/21/2019

Job Snapshot

Job Description

Supervisor, Business Support Center – Hargray Fiber

 

Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? Then you should join the Hargray Fiber team as a Business Support Center Supervisor!

 

The Business Support Center Supervisor is responsible the supervision of Business Services Coordinators within Hargray Fiber’s Customer Experience Operations (CXO). Oversee the administration and coordination of commercial customer orders from order submission through installation. Accountable for individual results and impact on team along with the goal of envisioning and delivering customer delight to internal and external customers.

 

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of almost 600 colleagues across 8 locations is committed to excellence, delivering the most advanced technology and the best service for our customers.

 

Duties and Responsibilities: Including but not limited to the following.

  • Supports and promotes all company and departmental sales, service and quality initiatives to increase revenue.
  • Ensures monthly key performance goals are met for customer satisfaction, quality, productivity and key performance metrics.
  • Makes certain contracts are within compliance and services are validated with customer to ensure accuracy. Monitors teams’ performance relating to weekly customer updates and first bill review with customers once project is complete to ensure contract services are installed.
  • Utilizes tools and best practices as set forth for project management and execution.
  • Supervises all team project sites by ensuring that any changes to project are documented and brought to the attention of the necessary parties so that they can be considered and handled in accordance to standard practices.
  • Ensures that customers’ questions and problems are resolved properly and quickly by the team. Addresses challenging customers and problems that require escalation outside of the department.
  • Communicates with other departments as needed to facilitate an on-time and error free service order process including service order entry, routing, provisioning and successful installation and testing of all Hargray business products sold. Identifies gaps related to order flow through the system and collaborates with other departments to address those gaps.
  • Strives to provide all customers with an outstanding customer experience.
  • Builds, establishes and maintains open lines of communication with agents, peers, trainers, managers, Engineering, Marketing, and other areas of the company to facilitate problem solving.
  • Stays informed of all new products and services.
  • Proactively identifies opportunities for improvement in processes and procedures and recommend solutions that will provide excellent support and increased revenue.
  • May be responsible for orders that require an advanced technical knowledge.
  • Meets scorecard productivity/quality metrics.
  • Participates in activities including workshops, call center cross-training, eLearning courses, and knowledge reinforcement and brainstorming sessions.
  • Responsible for employee development, performance management, scheduling and disciplinary.
  • Assists in the coaching and training of new Business Services Coordinators and monitors the performance of employees and provides performance feedback.
  • Participates in the recruitment, interviewing and hiring process.
  • Conducts colleague appraisals.
  • Effectively translates and delivers organizational messages to teams and peers with unified front both verbally and non-verbally.
  • Performs special projects and other duties as assigned.

Job Requirements

Minimum Qualifications:

  • B
  • Bachelor’s Degree or equivalent experience.
  • Minimum 3 years’ supervisory experience.
  • Ability to communicate effectively with customers and managers with written and verbal correspondence as needed.
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures.
  • Demonstrated ability to be flexible and work in a fast-paced, changing environment.
  • Strong listening and problem-solving skills.
  • Excellent time management skills.
  • Ability to maintain confidentiality.
  • Excellent organizational skills.
  • Excellent customer service skills.
  • Must possess working knowledge of MS Office suite of products (Visio, Word, Excel and PowerPoint).
  • Ability to work flexible hours including nights, weekends & holidays.
  • Knowledge of LSRs and ASRs, Experience with Hargray Enterprise Systems (HES) or other Order Entry, Provisioning and Customer Relationship Management systems. Experience with other Service Provider interfaces such as AT&T’s LEX, Level 3’s portal, the fundamentals of local number portability; preferred, but not required.
  • Policy and procedure writing; preferred, but not required.
  • Workflow and process development; preferred, but not required.
  • Knowledge of Video, Internet and Telephone technologies and service order procedures; preferred, but not required.
  • Knowledge of Head End, Central Office and Network operations as it relates to content delivery; preferred, but not required.

 

EOE/ Disability