MasTec Advanced Technologies Dispatch, Team Lead in Coppell, Texas
This position will interact with our external clients and customers to provide and process information in response to inquiries, concerns, and requests about services. The Lead Customer Support Agent will maintain reports, scheduling and handle escalated email or calls regarding complaints, questions and queries as requested while coaching and mentoring Customer Support Agents.
Maintain performance reporting, Customer Support Agent’s scheduling, and track work orders
Handles escalated emails or calls; complaints, questions, and queries when necessary.
Coach and mentor Customer Support Agents by encouraging, supporting, and motivating them on a day to day basis.
Facilitate cross-functional training and communication for Customer Care Agents to improve department efficiencies and support.
Facilitate and participate in weekly team and lead meeting.
Ensures order integrity.
Provides positive customer contact experience
Provides installation status updates
Works closely and effectively with the Customer Care Manager, Field Supervisors, Satellite Installation Technicians, and Customers
Maintains and improves service by listening to customer’s description of problems; diagnosing and/or troubleshooting problems.
Maintains customer rapport by resolving concerns and answering questions
Maintains safe work environment by following safe practices
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Ensures an excellent installation and service experience to customers.
Working with all levels within a fast paced and deadline driven organization.
Perform general clerical work such as filing, copying, mailing, etc.
Perform other duties as assigned. / INCUMBENTS ARE HELD ACCOUNTABLE FOR ALL DUTIES OF THIS JOB /
JOB SPECIFICATIONS Required Knowledge/Skills/Attributes
Expert proven effective communication skills both verbally and written
Solid comfortability with talking on the phone.
Expert ability to provide outstanding customer service
Expert ability to pay close attention to every detail
Expert ability to understand and follow instructions for a variety of standard practices
Expert ability to read, write and comprehend simple instructions, short correspondence and memos.
Expert ability to be proactive in gathering information, answering queries or asking assistance with limited direction.
Solid ability to read and interpret safety rules, operating/maintenance instructions and procedural manuals.
Solid ability to multi-task and handle record-keeping requirements.
Solid computer skills, including Microsoft Office products (Word, PowerPoint, Excel).
High School Diploma or equivalent combination of related education and experience.
Be a great communicator, both verbally and written.
1-2 years of experience in customer service
Prior call center experience
Ability to work in a fast paced, ever changing environment SUPERVISOR RESPONSIBILITY: No supervisory responsibility.
WORKING CONDITIONS: Non-Exempt Working Conditions Work in performed in a normal office environment. Does not require physical activity other than that typically utilized in such a setting, working with standard office equipment (such as copier, phone, fax and personal computer). Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently. Overtime work is possible and may be expected in order to perform the essential functions of the position. Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
Job: *Customer Support/Client Care
Title: Dispatch, Team Lead
Requisition ID: 12537