Careers
Launch your Sales Career with Cbeyond
Join the Cbeyond family and be a part of the world's first 100% Voice over Internet Protocol (VoIP) managed services provider, an industry leader in customer retention and one of the strongest, fastest-growing broadband providers in the nation.
We are:
- An enthusiastic group of people committed to Cbeyond's vision to be the last communications company a small business will ever need
- Talented, smart and engaged employees
- Dedicated to our small business customers
- Fiscally responsible
- Focused on customer service and delivering results
The Character of Cbeyond is to Care Relentlessly, Act Graciously, Lead Courageously and Learn Continuously. It's a simple promise we make to each other, our customers and our communities. Together, we create a supportive and dynamic environment that is poised for continued success.
Grow along with us and build a rewarding career with Cbeyond.
Manager of Customer Care
Post Date
11/4/2009 2:57:29 PM
City
Atlanta
Job Description
Responsibilities:
o Monitor queues (inbound calls, web inquiries, faxes, and emails) to ensure proper handling of requests
o Monitor Make busy codes of agents to ensure accurate coding for reporting. Maintain team schedule adherence to maximize coverage within the contact center
o Act as first point of escalation for customer problems and escalations. Seek director assistance when necessary.
o Manage/monitor ticket queues of agents to ensure SLA's are being met.
o Monitor all agents' calls/ SR notes. Properly document in OSS system call purpose and resolution agents are using knowledgebase and call guidelines to handle calls properly.
o Interact with the Cbeyond Customer Care Agents to resolve customer affecting issues
o Responsible for handling customer calls with a positive problem-solving attitude
o Ensure agents are communicating properly with customers and completing every customer transaction with appropriately setting customer expectations for issue/problem resolution time frame and notification
o Actively participate in training classes for new products and services
o Cross train with different departments to maintain continuous improvement within the contact center
o Data analysis, project management and reporting will be a requirement on an ongoing basis to assist with trending and analysis to drive continuous improvement within the contact center
o Provide input for troubleshooting scripts and diagnostic tools
o Provide written weekly documentation of quality monitoring for agents.
Requirements
Knowledge, Skills, and Abilities Required:
Required
o Excellent troubleshooting skills
o Excellent analytical and communication skills
o Self starter who can work effectively both independently and in a team environment
o Ability to manage multiple projects simultaneously
o Understanding operating system and TCP/IP networking concepts
o Understanding of basic voice and data networking concepts
o Ability to work different shifts (i.e. not strictly 9 to 5)
o Willingness to be available via cell phone when not working in the Contact Center
o Experience with handling ILEC interactions
Desirable
o Production Internet services, ASP, CLEC, ILEC, or DLEC experience
o Computer Science degree or equivalent expertise and industry experience
o Knowledge of off-the-shelf network management applications
o Experience with high-availability computing, network, and storage solutions
o Experience in managing both voice and data networks
o Experience with Cisco IOS, and managing IP services such as email and web hosting
o Minimum of 2 years experience in data services; to include but not limited to Personal Computer based applications and Internet services.
o Minimum of 2 years experience in Help Desk, Tech support and/or Call Center environments
o Strong verbal and written communications and interpersonal skills
o Able to work efficiently with the stress of a fast paced environment.
o Problem solving skills, resourceful and effective in making decisions
Apply Now!
