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Major Duties Classification: Exempt / Non-Bargaining Position may be located remote. #LI-Remote Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds. Maximizes customer satisfaction, customer retention and revenue by effectively supervising and improving the customer experience from initial customer contact through order processing, activation, billing, training, problem resolution and proactive service improvements. Hires, trains and develops customer service representatives. Responsibilities Lead a team of customer care professionals engaged in order processing, activation, billing inquiry functions to successfully implement the customer care business plan and meet customer care annual goals. Delegate's responsibility, reviews the status of projects, and monitors progress against plan. Achieve customer satisfaction, loyalty and retention by establishing a customer-focused culture and ensuring a well-trained and motivated team. Effectively monitor employee schedules and resources in order to meet and exceed internal and external service levels, as well as being accessible to employees and customers. Responsible for daily monitoring of customer care professionals and providing real-time feedback to improve customer service skills. Motivates employees through shared goals, recognition, clear communications and prompt response to employee requests. Provide reporting to leadership on daily, monthly and yearly call volumes, service levels and other metrics as outlined by leaders. Attend bi-weekly Care leadership management meetings. Foster a culture of Customer First. Train team to facilitate MAC work as needed. Responsible for coaching new employees to ensure they have the tools to accurately respond to customers' requests and provide accurate work orders and information to other departments. Handle difficult problems or unhappy customers, and take escalated calls when necessary. Includes coaching customer care representatives on how to effectively deal with a difficult situation so they may be handled by the customer care representative without escalation. Ensures that there is a satisfactory response and resolution to customer/client complaints. Defines and solves problems that vary greatly, within very broad policy guidelines. Is responsible for notifying users of existing problems, updating personnel on pending solutions and instructing them on necessary interim workarounds. Convinces people to cooperate, grant approval, or take action. Participates in the selection of personnel. Evaluates subordinate personnel, and initiates personnel actions, such as promotions, salary/wage adjustments, disciplinary actions, or discharges. In most tasks uses computer, on-line customer records/billing/service order system, printer and multiple line telephone. Performs miscellaneous duties as assigned by the Care Leader. Reports to work on time and maintains a satisfactory attendance record. Qualifications Technical training or knowledge: Previous call center or customer service management/supervision required. Knowledge of computerized billing systems for telecommunications. Should possess a basic understanding of telecommunications products and services. Must be proficient in Microsoft Word and Excel. Professional training