Operations Support Manager

Job Purpose

This position is responsible for supporting the Company's customers by leading a team of agents to support, retain, and up-sell the company's entertainment and communication products. The team must understand the customer's needs and provide a solution from the product lines that best fit.

The candidate will utilize their product/pricing/technical knowledge to identify and solve challenges for our customers online by responding to customer inquiries via chat, phone, social media, and email. The manager must have professional and clear written communication skills with the ability to build rapport with a customer quickly online to achieve individual and team goals. The Call Center Operations Support Manager must set high-performance standards for self, the Executive Care, Social Media, Construction Management, and Chat teams by embodying the values of the Company.

Essential Functions

• Answer multiple chat and email queries simultaneously with a focus on customer support




• Provide customer service and technical support for existing customers (e.g., status of pending orders, product education, billing help, and technical support)
• Answer technical troubleshooting inquiries and re-route complex issues to the help desk and upper management
• Ability to multitask: enter user information into multiple systems, view multiple screens and systems, and place orders while chatting concurrently




• Effective coaching, delegation, team building, championing change




• Responsible for the overall management, supervision, and operation of the Executive Care, Social Media, Construction Management, and Chat Support teams
• Build trusting relationships, inspire and motivate members of the team to achieve individual and team goals

Experience

• 2-3 year work experience in a sales/support environment with preferably one year of online chat experience
• Experience with LivePerson a plus
• Previous sales/support experience in a similar role, preferably with chat
• Extensive Customer Experience skills focused on resolving and retaining customers, making solid business decisions, and cross-training throughout the organization

Education

• Four years of College resulting in a Bachelor's Degree or equivalent preferred

Special Knowledge, Skills, and Abilities

• Professional and clear written communication skills
• Must be able to type 45-60 wpm while maintaining both grammatical and spelling accuracy
• Ability to maintain a conversational and polite tone consistently over chat and email
• Results and deadline-driven
• Ability to work independently with little direction and multi-task while being productive
• Ability to work collaboratively with cross-functional team members to meet objectives

Supervisory Responsibilities

• No Supervisory Responsibility