Responsible for the supervision of the Service Delivery Coordinator staff to ensure all activities that contribute to the successful installation and ongoing support of Charter residential and commercial telephone and internet customers, including customer contact, Local Number Portability (LNP), switch provisioning and service activation.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Provide guidance with order processing questions/issues and service complaints; answer questions regarding telephone services and products; discuss billing questions and service concerns; provide instruction on troubleshooting techniques, including escalation procedures to be used with trading partners.
Provide guidance with daily activities for LNP port in, port out and directory listing, and ensure performance objectives are achieved. Provide guidance regarding exception questions; assist with porting transaction questions/issues; provide instruction and telephone troubleshooting and diagnostic techniques; answer questions regarding telephone services and products; discuss service concerns as they relate to porting activities.
Provide guidance regarding switch translations questions/issues and network element provisioning issues; provide instruction on telephony troubleshooting and diagnostic techniques.
Provide guidance with telephone and internet installation questions and issues.
Coach and develop best practices for handling of service complaints, and handle escalation complaint calls from customers.
Conduct monthly development sessions with individual team members to coach and develop service excellence.
Conduct annual performance evaluations, provide feedback and develop action plans for continuous improvement.
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor performance metrics and provide feedback and coaching.
Generate reports for management as required.
Handle customer escalations per established policies, procedures and guidelines.
Hire, evaluate, coach and counsel personnel in the performance of their duties.
Interface with other departments through written and verbal communications to handle switch provisioning issues, network element provisioning issues and network issues; research customer complaints and provide feedback to requesting party.
Perform other duties as required.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of telephony, VoIP, media gateways, IP Protocols including H.248 and Megaco, and voicemail servers
Knowledge of E911 translations to include knowledge of the MSAG & ANI/ALI requirements needed to support E911
Ability to effectively communicate with customers and external vendors in a courteous and professional manner
Ability to work with others to resolve problems and handle outside requests
Ability to use personal computer and software applications (i.e. Word, Excel, Pro Com, etc.)
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to show judgment and initiative and to accomplish job duties
Ability to work flexible hours and support night or weekend work as needed
Ability to troubleshoot both on-net and off-net translation issues that impact Charter's network
Knowledge of all functions and related tasks in the area of local number portability
Knowledge of telephone switch activation requirements and software
Knowledge of telephone network element activation requirements and software
Ability to prioritize and organize effectively
Knowledge of cable television products and services
Bachelor’s degree in Business, Mathematics, Engineering or Computer Science, or equivalent work experience
Related Work Experience Number of Years
Telephone customer service experience preferred 3
Telephone service delivery experience 4
Switch operations or telephony operations 5
Service activation experience 2
Supervisory experience 1+
Mainly days, some night and/or weekend work may be required