AT&T Monitoring/Customer Care Supervisor (Farmers Branch, TX)
Provides supervisory oversight and day to day direction of Customer Care and/or Monitoring agents/representatives (or similar positions) whose primary role includes the handling of monitored services and/or inbound/outbound customer service inquiries. Investigates and resolves complex (escalated) customer inquiries relating to alarm system activity, functionality, standard operating proceduredeviation requests, data entry, billing, ordering, provisioning and/or collection. Escalate customer concerns when appropriate. Responsible for ensuring that assigned Customer Care/Monitoring representatives deliver service levels, quality and productivity goals as outlined by Digital Life leadership. The Supervisor is also responsible for proactively seeking ways to improve the call center through researching and recommending solutions to problems, suggesting enhancements to policies and procedures, providing career development for their staff and focusing on recommending improvements to customer oriented practices.
Federal, State and/or Local jurisdictional licensing required. Essential Duties and Responsibilities include the following:
• Coach and mentor assigned team members. Document and deliver coaching to improve quality concerns with staff.
• Provides prompt, professional and empathetic responses to customer inquiries with a focus on researching, resolving and documenting customer concerns.
• Deliver options and suggestions that address presented customer concerns while maintaining database integrity and standard operation procedures.
• Address wide spectrum of customer interactions associated with account activity which may include business inquires, quality concerns, billing questions, process deviation requests (both Temporary and Permanent) and product technical support when directed.
• Provide detailed, technically focused (but consumer digestible) escalated support which may include step by step customer account log review and interpretation of signal path activity.
• Provide empathetic governed communications with customers that focus on building a mutual understanding of service platform and necessity for adherence to standards due to compliance.
• Provide appropriate emotional support (empathy, reassurance, and understanding) during medical/crisis calls.
• Communicate effectively with Internal and External customers. Follow all departmental & company policies & procedures.
SUPERVISORY RESPONSIBILITIES - Direct assigned staff in the day to day operation of the Customer Care/Monitoring Department.
- Prepare and conduct performance reviews. Recommend salary action, probation, re-training and/or disciplinary action. Develop action plan for improvement and career development.
- Environment is a 24x7 center; Supervisor may occasionally be required to work outside of scheduled hours due to needs of the business.
Qualifications: REQUIRED QUALIFICATIONS • A minimum of 2 years experience as a team leader in a call center environment
• Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet
• Proficient in verbal and written communications
• Display effective problem solving skills
• Able to handle customer escalations in an efficient and professional manner
• Interact with and explain information to a broad group of customers
• Excellent teambuilding, customer service, and interpersonal skills
• Must possess good decision-making skills, ability to analyze problems, and be very organized and detail oriented.
• Communicate effectively with both internal and external customers verbally and in text under stressful and time constrained conditions (emergency situations).
• Ability to exercise sound judgment in dealing with sensitive and confidential matters.
• Ability to prioritize and maintain multiple priorities.
• Maintain high level of quality standards.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS • Current federal or state ID (DL, Passport, Military ID)
• Candidate must be licensed and/or certified in order to provide monitoring services in states and local jurisdictions nationwide. Company will pay for licensing/certification, but employee is required to pass licensing/certification/recertification to retain employment.
DESIRED QUALIFICATIONS • A Bachelors Degree
• Spanish Fluency
• Understanding of Electronic Security Monitoring call center environments and services provided
• A minimum of 3 years previous Alarm industry experience
• Previous basic Emergency Medical (EMT/Red Cross/Basic Life Saving etc) training
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
The largest communications company in the United States. And the world. We are the industry leaders in providing wireless service, high speed internet access, local and long distance voice, and directory publishing and advertising services across the US. We are also developing our business to include next-generation television services with our new AT&T U-VerseSM TV.
Join our incredibly diverse company of more than 250,000 people and help drive the innovation that keeps AT&T at the leading edge of technology and service. Expect big things from the company that created the communications industry.
