Telecom Service Lead
at HumCap Recruiting

Date Posted: 6/27/2017

Job Description

Description: Telecommunications Service LEAD – East Texas

Role Description

The
Telecom Service Lead is the Player/Coach for their service team. They are tied
to the day to day operations of their team and the customers their team is
working with. They work closely with all their team members on a daily basis, and
lead by example and give immediate corrective direction when needed. The
Telecom Service Lead goes where their team goes. They also work closely with
their Director of Service to understand the overall strategy of the company,
the overall strategy of their Telecom Service Division, how their Telecom
Service Team fits into these strategies, and then relays this information out
to their team members.

Role
Responsibilities

-Ensure
you, and your team members are fully abiding by Employee Principles

-Work
closely with team members to make sure customer requests and issues are being
resolved quickly, effectively and with a high level of customer satisfaction

-Work
with Director to understand overall strategy of the company, overall strategy
of the Division, how their team fits into this strategy, and relay this on to
their team members

-Work
with Director to develop and thoroughly document all processes for your team

-Work
with every one of your team members in person at least once a week

-Work
with your Director to develop direction and strategies for your team that
increase customer satisfaction, profitability, team member satisfaction and
generate organic growth through lead generation

-Be
aware of future market trends and work with your Director to develop strategies
to innovate and prepare for the future

-Work
with your Director to develop KPIs for your team members

-Set
clear expectations for your team members and how you want them to perform their
daily responsibilities

-Give
immediate corrective direction when your team members are not meeting
expectations

-Take
ownership of the customer issues your team members are working on, follow
issues through to resolution, and follow up with customers to ensure a high
level of customer satisfaction

-Foster
an environment of team work and collaboration across teams, divisions and
departments

-Cooperate,
collaborate, and support other service teams as needed to deliver a unified,
synergetic experience to the customer

-Maintain
an Expert knowledge of the products & services your Division offers

-Maintain
an Expert knowledge of company processes and systems

-Maintain
a Proficient knowledge of all company offerings

 

Role Requirements

-Team
player with excellent customer service skills

-Detail
oriented

-Excellent
interpersonal and communication skills (written& oral)

-Proficient
in MS Office

-Proven
experience managing a team

-Proven
working experience as a customer service manager

-Proven
knowledge of management methods and techniques

-Extensive
field work experience as a telecommunications specialist

-Awareness
of telecom industry’s latest trends and applications

-Extensive
experience with telecommunications systems and devices including peripheral
equipment (phones, computer networks, cabling, on site controllers, PRIs, data
modems, SIP trunks, terminals, etc.)

-Ability
to configure, install, test, troubleshoot, repair and service telecommunication
systems and equipment

-Ability
to troubleshoot and resolve level II and level III telecommunication issues

 

Compensation

Salary
will be in the $50k-$65k range depending on experience and previous leadership
level obtained. We would like to start them at a salary level that will give us
the ability to evaluate performance for a brief amount of time and give them a
raise depending on their success.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Tyler
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 6/27/2017

About Us

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