Resolution Supervisor - US Telecommunications (OCEAN) Alpine Access
THIS JOB HAS EXPIRED Resolution Supervisor
Are you cross-trained in Collections and Care? Are you currently meeting all your metrics? Do you love to resolve issues for your team mates and our customers? Are you the person fellow employees go to for answers to their questions? Do you love to multi-task? Our Resolution Supervisor position may be your next opportunity for growth here at Alpine Access!
Resolution Supervisors are here to RESOLVE issues! In this position, you will use your extensive experience and expertise with systems to resolve escalated issues for customers and agents. Each day, you will have two areas of focus ? Chat and Phone Support. In chat support, you must ensure you?re giving agents the correct resources to resolve their issue. While taking phone calls, you must support the agent as if THEY were your customer. Here at Alpine Access and on the program, we believe each customer interaction is an opportunity to build rapport, giving you the chance to end each interaction with favorable, one-call resolution. We?re all here for one goal: Provide the WOW Experience!
Alpine Access provides top-notch virtual customer service. Period. People are our most valuable asset, and we provide world-class training, benefits, and growth opportunities to help you become the best the industry offers.
--When applying please specify Ocean in the subject line--
Following proper procedures by directing agents to utilize their existing resources
Follow proper procedure by referencing current and program-provided resources
Follow proper procedure by answering calls and chat with provided flows
Provide complete detail while supporting agents (Reference Document names)
Working with team members, CCPs, Account Managers and members of the Sprint team to provide each customer with the WOW experience!
Ensure each interaction is handled with professionalism and respect
Currently on Ocean program
Candidate must be proficient in Care & Collections skill set
Currently meeting program metrics for AHT, Transfer rate, ACW, MANGAGED Absenteeism, Compliance and CSATs.
Preferred ARP in top 10%
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED