Escalations Supervisor - Payment Solution Program Alpine Access
THIS JOB HAS EXPIRED Job Category: Full Time & Part Time Shifts Available
Job Type: Hourly
Reports to: Escalations Team Lead
Work days/hours/shift: Required to work weekends, have flexible schedule
Escalations Supervisors are responsible for providing call support including handling Supervisor/Manager escalated calls, real time and repeat caller escalation calls, and outbound customer call backs.
Escalations Supervisors will provide assistance to CCPs in chat rooms and assist with validating and approving repeat caller memos. Participation in team meetings, client calibration calls and continuous supervisor training sessions is required. Remaining current with all Alpine and Sprint policies, procedures and performance is critical to this role. Individuals working in this role may also be asked to take on other responsibilities similar to those of a Team Leader and may also be required to handle live customer calls as a CCP.
Essential Duties and Responsibilities:
Handle supervisor calls and escalated issues as the first line of the management team; if a customer asks for manager, the Escalation Supervisors are the first level of management
Track Supervisor escalated calls (valid and invalid) for coaching purposes
Proactively coach and assist CCPs with proper transfer procedures both internally (Supervisor vs Escalation Care team) and external departments
Provide positive and accurate responses to questions and repeat caller memos in Chat Rooms with primary focus on quickly supporting the CCPs and resolving customer issues.
Support program needs for real-time staffing management and long call awareness
Make recommendations and driving improvement to achieve desired performance level.
Support the Client?s pursuit of high quality service to internal and external customers and enhancing the overall customer experience.
Complete all Sprint and Alpine Access required trainings as soon as they are posted
Ensure that internal policies, procedures, and compliance regulations are being followed
Participate in team meetings and calibration sessions as required
Identify improvement opportunities, developing and driving appropriate actions plans.
Reduce learning curve and help enhance product/process knowledge of new employees
Ability to demonstrate self-sufficiency with a smile in your voice, and a true desire to offer the best in customer satisfaction is a good fit for this client.
Complete reports and assignments within required timelines
For qualified employees within the Escalation Supervisor team, quality monitoring and feedback may be part of the job requirements
Specific Job Knowledge/Competencies:
Must possess the ability to enthusiastically interact with CCPs and customers to provide a ?superior? support and customer service experience
Must be a Subject Matter Expert and have the ability to quickly assist CCPs in chat room with directions on how to locate information or the exact answer to their questions in support of client and program policies and procedures
Scheduling flexibility as hours of operation and program needs may change
Fast and accurate typing skills required to quickly respond to chat posts
Ability to multi-task while supporting multiple CCPs at time; multiple chat room environment may be required
Must have very strong and professional written and verbal communication skill along with an outgoing and upbeat personality
Demonstrates ability and flexibility to adapt to change quickly and with a positive approach
Works ethically and with integrity while upholding organizational values
Understands CCPs and Customers always come first
May be asked to take on responsibilities similar to those of a Team Leader
Must be currently scheduled and working in the Sprint Escalation Care program or as part of the iSupport team for a minimum of 90 days
Must meet/exceed current program metric performance standards (including but not limited to AHT, DPC, CSAT, Transfers)
Candidates on our Extreme Credit Outlier Report or with a Repeat Caller Memo failure since June 15 are not eligible
Must have excellent adherence (low absenteeism & high compliance)
1+ years experience in a leadership/supervisory role required
Quality assurance monitoring and coaching experience is a plus
The job is a remote position performed from employee?s home office.
Home Office Requirements:
Comfortable and ergonomically safe furniture and office set-up
Quiet, free of any background noise (we have a zero tolerance policy for noise)
Full Time: All in Denver, Mountain Time
4 days x 10 hrs
4 days x 10 hrs
Part Time: All in Denver, Mountain Time
12pm - 6pm
-Part time shifts can be supplemented with CCP scheduled hours in order to be scheduled 40 hours each week. Supplemental hours must be CCP scheduled hours.
Please note: Open shifts may change prior to job offer based on program requirements.
Desktop or Laptop with Hardwired Internet Connection Required. NO All-In-One PC allowed
Minimum 20 GB free hard drive disk space
Minimum 1 GB RAM for XP and 2 GB required for Vista or Windows 7
1 GHz to 1.5 GHz Processor for XP and 2 GHz Processor or higher Multi-Core Required for Vista or Windows 7
Monitor with minimum screen resolution of 1280x1024
Sound card and speakers to listen to audio files
Current Anti-Virus software with updated definitions - Alpine Access recommends:
Free: Microsoft Security Essentials Download
Paid: Nod32 Download
Current anti-spyware software - Alpine Access recommends:
Super Anti-Spyware Download
Emsisoft Anti-Malware Download
Firewall installed & operating -or- Windows firewall turned on
-Be sure to always download your protection software from the developers website. Many products that are not listed above may or may not be acceptable for use with Alpine Access systems. You may be asked to uninstall any protection software including the above listed software if it is necessary during troubleshooting.
-Alpine Access will not be held liable for any virus, spyware or malware obtained regardless of protection software recommendation.
Internet Access Requirements
Subscription to a reliable, high-speed, hard-wired, bi-directional Internet connection. DSL or Cable with bi-directional speeds of 512K or more
A broadband router is required for the Alpine Access Remote Desktop software to function properly.
No satellite or wireless Internet service (A wireless connection within the confines of your home is acceptable as long as your DSL or Cable connection is hard-wired.)
Internet Explorer 7 or later
Highly Recommended: A home router with at least the following features:
IP address routing
Network Address Translation (NAT)
LAN connectivity like a network switch
Some Alpine Customer implementations REQUIRE a router
Telephone Line Access Requirements
Must have a landline dedicated to your use while working, which can be used while accessing the internet and meets one of the following requirements:
Plain Old Telephone Service (POTS)?traditional landline phone service using a dedicated copper pair to the home.
Cable?phone service from a Cable TV service provider.
Fiber-Optic?phone line provided by a local phone service.
The telephone must be a corded traditional telephone. No cordless, cellular/wireless or VoIP phones (Vonage, AT&T CallVantage, etc.)
Headset Requirements: You are required to purchase two different types of headsets ? a USB headset for your online training and a telephone headset for taking live customer calls.
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED