Supervisor, Customer Operations

Supervisor, Customer Operations

Location: Washington, D.C.

Astound, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Job Summary:

We are seeking a proactive Supervisor, Customer Operations to lead a team and handle the daily workflow for Market Support/Order Entry and Payment Center employees to ensure an exceptional customer experience. This role is responsible for overseeing daily operations, coaching team members, resolving escalated issues, and driving performance to meet business goals.

Where you will work:

• This position will be based in the Washington, D.C. location, with the ability to travel to the nearest office as needed.

A Day in the Life of the Supervisor Customer Operations:

• Supervise, motivate and mentor a team of Market Support/Order Entry and Payment Center employees to ensure efficient and high-quality service delivery.

• Supervise the processing of sales orders, manage customer accounts, bulk accounts, maintain sales databases and generate reports (i.e. daily exception, productivity, etc.).

• Handle escalated customer inquiries and complaints with professionalism and resolution-focused communication.

• Monitor daily activities, email boxes, payment center cameras, call queues, customer interactions to ensure service level standards are met by observing interactions and provide performance coaching, when necessary.

• Maintain a high degree of integrity auditing daily cashflow through Payment Center(s), report errors to appropriate parties and participate in audit process, culminating in coaching and/or discipline process depending upon outcome(s).

• Ensure designated cash-handling areas are secured, batch posting completed, deposit recap uploads, etc. Oversees the external vendor(s) associated with cash-handling and collection (i.e. Brinks, etc.)

• Collaborate with cross-functional teams (e.g., Sales, Care, IT Billing, etc.) to improve processes and customer satisfaction.

• Provide regular coaching, feedback and development opportunities for team members. Monitoring department metrics on a monthly, quarterly basis, culminating in annual performance feedback.

• Complete general administrative tasks including but not limited to: timesheet review, PTO approval, department schedules, ordering office supplies, etc.

• Conduct individual and team trainings/coaching pertaining to policies/procedures, systems, products, projects and rate events.

• Ensure department adherence to company rules, policies and procedures (i.e. PCI). Actively participate in progressive discipline process when not followed.

• Actively support, promote and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.

• Other duties as assigned.

Requirements/Qualifications:

• Education: High school diploma or equivalent

Experience:

• 3+ years’ experience in customer service or operations, with at least 1 year in a supervisory role.

Knowledge, Skills and Abilities:

• Excellent verbal/written communication skills
• Strong leadership and team management skills
• Proficient in basic computer skills, organization, multitasking
• Ability to handle emotionally-driven conversations
• Phone etiquette
• Ability to mentor and develop employee skills
• Manage and motivate in both individual and team environment
• Decision-making, problem solving skills, conflict resolution abilities

We are Proud to Offer an Astounding Benefits Package Including:

• Rewards: Competitive compensation plan
• Entertainment: Free internet/video/phone service if you reside in an Astound serviceable area
• Retirement: 401k with employer match and immediate vesting
• Family: Paid parental leave and insurance benefits (Medical/Dental/Vision/Life/Disability)
• Professional Development: Paid training & tuition reimbursement program
• Leisure and Fun: Employee discount program
• Live YOUR Life: Generous paid time off plans
• Impact: Established, yet growing, organization where you can make a real impact!

*Benefits listed above are for regular full-time position

Is this the career opportunity you’ve been searching for? If yes, then apply now! The base salary range in Washington, D.C. for this position is $70,000 - $80,000 (annually), plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Washington, D.C. and may not be applicable to other locations.
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun

Diverse Workforce / EEO:

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privac…