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ASSISTANT OPERATIONS MANAGER
Provides responsive and competent support to customers in the areas of telecom product features and use. Apply knowledge of all company products and features as well as a capability to troubleshoot and problem solve all types of issues. PRIMARY RESPONSIBILITIES: Manage a small group of customer service representatives Responsible for answering incoming calls from consumers to provide support and product benefit information for telecom products and services The ability to make effective telephone assessments is essential as are listening, problem solving and coaching skills Communicate with customers to provide troubleshooting support relative to product features and comparison with competition Enter credit memos and orders for customers Issue and track work orders via telephone Create reports and documents requiring resolution Document suggestions for departmental changes and additions to policies and procedures Maintain a high level of professionalism at all times Perform other duties as assigned REQUIREMENTS: Associate/Bachelor degree or Customer Service background. HS diploma will be considered with 1-2 years customer service experience Bilingual English/Russian skills, knowledge of additional languages is a plus Computer proficiency required Must be a self-starter, highly motivated individual with excellent interpersonal, oral, and written communication skills Demonstrated strong ability to learn, understand and analyze, to research and resolve problems Can represent our products with professionalism and a commitment to excellent service Attention to detail and good follow through ability is desired Proven record of providing excellent internal and external customer service |
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