WORKING AT UNITED:

Building Opportunity

Working at United is more than just a job, it's being a part of something bigger.  United employees make a difference in our communities by providing our neighbors with an opportunity to run a business, communicate with family and friends across the world, and access unlimited resources.  United also builds opportunities for our employees to develop professionally, grow their careers, and use their skills to help others. 

Seize your career opportunity and help build opportunities for others by joining United's team!

We offer...

• Family oriented culture
• Competitive wages
• Affordable medical, dental, and vision insurance
• 401K match
• Paid holidays, accrued vacation and sick days
• Opportunities for career growth through company paid training and development
• and much more!

SUMMARY:

Leading and improving all activities of the Customer Support Center (CSC), focused on building brand equity, driving customer satisfaction, and achieving sales objectives.  This person is responsible for the overall productivity and development of the customer support team, including training and policy compliance.  Most importantly, this person must lead the CSC with energy and passion, helping deliver an unparalleled level of customer satisfaction along with an industry leading Net Promoter Score (NPS).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties include the following, but other duties may be assigned as required.

• Oversee the operations of CSC personnel, including the management of an organizational structure adequate for achieving the team’s goals and objectives, and leading the selection, hiring, and career development of all CSC employees.
• Monitor individual and team results to identify and act on both positive and negative performance trends to ensure attainment of company, individual, and team goals.
• Routinely conduct performance, accuracy, and call reviews with each team member.
• Oversee team training and employee development.
• Update and maintain all departmental training, sales, and marketing materials.
• Efficiently lead and direct all CSC operations achieving a high level of customer satisfaction and optimal efficiency.
• Prepare and present periodic operational reports depicting achieved service levels.
• Perform and complete tasks of a Customer Service Specialist at an expert level.
• Respond to customer inquiries with the specific goal of helping customers get what they need related to any of United’s products/services.
• Provide daily customer support functions including taking payments, orders for new service, and general inquiries by phone, in person, or via E-Mail.
• Assist in creating new customer accounts and maintain detailed records using company provided software.
• Provide basic technical support and troubleshooting for phone, Internet and TV products.
• Escalate and coordinate more complicated technical issues as appropriate while ensuring customers are aware of the progress being made toward issue resolution.
• Directly work with chronic or complex orders and trouble tickets to ensure completion to customer satisfaction.
• Complete and maintain records as required, including completion of all required information on work orders to ensure details of work are recorded for entry into the customer’s account.
• Provide a high level of customer service, educate customers on the use of products and services, and recommend products and services to meet customer needs.
• Maintain expert knowledge of all internal and external systems necessary to support operations.
• Provide all follow up and necessary correspondence with regulatory agencies (FCC & BBB) regarding customer filings and complaints.
• Participate in ongoing educational and networking opportunities in order to maintain current knowledge of installation equipment and techniques, with a focus on reducing the time and cost per install, while increasing the overall level of service.

JOB QUALIFICATION AND REQUIREMENTS:

Education, Experience, Skills, and Licenses/Certificates: 

• Bachelor’s Degree in Business Administration, or a related discipline, or the equivalent education and /or experience.
• Minimum 5+ years of experience in the areas of responsibility listed above, 2+ years in a leadership role in a call center preferred.
• PC Skills – requires an advanced understanding of call system software, with advanced word processing and email skills, along with the ability to review and analyze reports in company systems. Must be proficient using Microsoft Office products, including Excel, Word, and Outlook. Ability to touch-type at 40+ WPM and use a 10-key required.
• Experience developing and managing budgets, and hiring, training, developing, supervising and appraising personnel.

Knowledge and Personal Qualifications:

• Demonstrates high ethical standards, strong work ethic with an emphasis on team commitment, showing respect for others, the ability to acknowledge and build on others’ ideas, and support for group decisions.
• Must be an expert at installation procedures and documentation.
• Ability and interest to work in a dynamic and rapidly changing technology environment, effectively dealing with multiple projects, stress, conflict, coaching, and monitoring subordinates.
• Must possess excellent communication skills (oral and written), including the ability to effectively articulate complex situations to colleagues and customers with varying degrees of network knowledge.
• Must have the ability to solve problems with patience and a positive approach.
• Self-motivated, detail-oriented and organized with the ability to work efficiently to meet deadlines.
• Ability to operate motorized work equipment and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.

ABOUT UNITED COMMUNICATIONS:

United has been a part of Middle Tennessee for over 70 years.  Headquartered in Chapel Hill, TN, United is a leading provider of advanced communications services in Middle Tennessee, providing residents and businesses with high-speed Internet, digital TV and phone service.  United operates a state-of-the art fiber optic network and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers.  United has joined with the Middle Tennessee Electric Membership Cooperative to provide broadband to their members in Cannon, Rutherford, Wilson counties, and United continues to provide services to its customers in Marshall, Bedford, Franklin, and Williamson counties.

UNITED COMMUNICATION'S MISSION: 

We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

UNITED COMMUNICATION'S VALUES:

• Safety – we assure the safety of everything we do.
• Service – we are responsive, informed, and easy to do business with.
• United – we communicate and collaborate.
• Integrity – we keep our promises, and do the right thing even when no one is watching.
• Driven – we serve to win customers.