Business Customer Service Lead

What's the role?

As the Business Customer Service Lead, you will collaborate with supervisor in supporting employees providing outstanding service to business customers. Perform administrative duties such as completing reports and audits on the business accounts. Serve as backup to Contact Center-Business Supervisor in his/her absence.

How can you add value?

• Focus on efficiently leading a group of business account representatives to meet company objectives.
• Monitor and support CSSR-Business staff towards achieving results; supports staff development of call handling skills.
• Perform activities such as sit along with employees to work specific areas of development.
• Assist Supervisor in planning and coordinating the activities for CSSR's-Business Reps to help achieve department goals and objectives.
• Prepare performance, attendance and supervising summary reports as required by supervisor.
• Provide feedback to the employees because of the monitoring sessions in order to improve the quality of service.
• Responsible for supporting agents answering questions related to customer billing statements and general inquiries, as well as for the resolution of payment concerns.
• Assist in the auditing and corroboration of government accounts bill management to ensure fulfillment of terms required by law.
• Provide supports to Business Sales Manager when discussing/intensifying issues with higher hierarchies within the customer's organization, including billing issues, collection efforts and/or technical problems.
• Explain billing cycles, processes, and prorates efficiently to ensure that commercial customers understand their statements.
• Collaborate with direct Supervisor for expedited resolution of issues when appropriate and advances within departments in the organization to support all business account types (Small Business, Major Accounts and Wholesale) and all type of Products (Coaxial and Fiber Advanced Services).
• Fully understand products and services specific to business accounts including: Cable, Internet, and VoIP, Multiline Telephony services for PBXs, Security applications (port forward), Ethernet over DOCSIS, VPNs and Public/Static IPs, SIP, PRI-ISDN and Dedicated Internet and Transport services.
• Handles call & critical issues from commercial customers trying to disconnect or downgrade the services.
• Support in call monitoring of CSSR'S Business representatives to ensure quality in service and proper phone etiquette.
• Chip in the hiring and selection process of CSSR- Business representatives.
• Offer solutions and suggestions for process and product improvement to Business Supervisor.
• Participate and collaborate with Business Supervisor in the day-to-day planning, operation and problem solving of a team of CSSR to meet with the required service level components, standards, and quotas.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

What do you need?

Education and/or Experience:

Associated degree.

3 years of call center experience, handling commercial accounts preferred.

Other

Qualifications:

• Basic personal computer skills are vital, including Windows programs and the ability to maneuver between multiple screens quickly; multi-task keyboarding experience required.
• Strong customer service focus.
• Ability to work with high volume, high pressure, results oriented environment.
• Computer Knowledge (Microsoft Office).
• Strong communication skills, both verbal and oral.
• Fully Bilingual (Spanish and English).
• Able to follow issues through to resolution in a timely and efficient manner while providing exemplary customer service to high dollar customers in a professional and courteous manner.
• Work in a dynamic, often high-pressure environment, with validated ability to maintain composure in stressful situations and handle and diffuse angry or upset customers.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.