Customer Care Team Leader

Description Responsible for providing leadership and development for the Customer Care Center Account Services team for the purpose of delighting customers and exceeding company revenue objectives and maintaining excellent service standards while providing timely and accurate responses to customer inquiries, both internal and external.

Essential Duties & Responsibilities:
Leads a team of internal inbound Account Services agents across three product lines (Video, Digital Video, Voice & Data) in a 7 day per week call center environment.

Consistently meets or exceeds departmental revenue goals through promotion of sales culture. Motivates and influences Account Services staff to focus on sales and service objectives.

Provides feedback to employees by regular coaching, monitoring, feedback sessions, analyzing statistical reports and providing a monthly performance profile.
Identify gaps or skill deficiencies in agents and redirect training or motivation tools to these areas.
Partners with the Resource Administration Department relative to scheduling issues (i.e., vacation, sick, and personal time, training, coaching, and community based events).

Ensures a quality Customer Service staff by effectively interviewing, hiring, coaching, delegating, evaluating, and training employees.

Monitors and maintains department service level goals by ensuring the employees meet phone accessibility and accountability standards.

Effectively resolves complex customer complaints concerning all areas of the company in a win-win fashion by building a rapport with the customer and using interpersonal techniques, networking techniques, and creative problem-solving techniques.

Creates a sales and service culture and expedites error-free processing of customer's requests by documenting & disseminating information received from all other departments and establishing appropriate interdepartmental procedures.

Identifies and resolves system and procedural problems by interdepartmental networking, facilitating task forces and recommending policy changes. Improves efficiencies by recommending method improvements, budget expenditures, equipment usage and procedural modifications.
Performs other duties as required.

Requirements High School Diploma, GED or equivalent work experience.
Experience: 3-5 years customer care leadership experience in a high volume customer service environment. Call center experience preferred. Experience with customer billing systems preferred.

Working knowledge of MS Office including proficiency in Word and Excel. Excellent written and oral communication skills.
Proven coaching, monitoring, and feedback skills.
Customer acquisition, retention, and service skills.
Strong leadership, team building and interpersonal techniques, positive, pleasant, respectful, and is customer focused.
Strong creative problem solving techniques.
Ability to adapt to work effectively in a rapidly changing, fast paced environment.

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.