Customer Service | Supervisor (IT&E-2060)

The Customer Service Supervisor oversees the staff and operational functions of the Customer Service Operations providing a full range of customer contact services, managing a tri-language Customer Service Center that incorporates a full range of service order activity, cellular sales, cellular switching, and cashiering and billing/customer treatment operations in Guam.   The Supervisor will ensure that all customer service objectives are met or exceeded with the highest possible level of customer satisfaction as a primary target.

Responsibilities

The Employee will:

• Know and uphold the established IT&E Mission, policies and procedures, Corporate and Department objectives, quality assurance and safety programs and standards.
• Participate as a member of the management team in the development of the IT&E business strategy and other short and long-term corporate plans, providing input and expertise relevant to customer care issues.
• Ensure efficient and successful departmental operations through the execution of performance measures, call and customer handling efficiency measures, service order and trouble call response time, and other goals and objectives, setting priorities and obtaining and giving feedback.
• Develop, in conjunction with the Executive Director, Customer Service, and the Accounting Office, the annual budget for the Department.  Reconcile monthly actual expenditures against the budget.
• Develop customer service strategies that will enable the Customer Service Representatives to better respond to customer needs, resulting in a high level of customer satisfaction and a positive image of IT&E service that assists in creating profitable market expansion for the various IT&E services and products.
• Oversee the department’s Inventory Management Program which includes maintaining the department’s wireless product inventory for all Retail Outlets; tracking, processing and providing wireless units for administrative account usage per approved TSR; generation of periodic reports to assist in the accuracy of monthly billings (i.e. early cancellation and penalty, and double MRCs).
• Ensure the processing of the Wireless Local Number Portability (WLNP) with other wireless telecommunication companies.
• Review and ensure that all reported trouble tickets are addressed, resolved and communicated to the customer in a timely and efficient manner.
• Monitor and motivate the performance of the Customer Service team to ensure a high standard of performance, the use of appropriate corrective action, provision of necessary in-service and cross-training, and the attainment of established objectives.
• Review customer interactions to ensure that Customer Service Representatives execute customer billing inquiries, adjustments, service orders, office processes in a pleasant, efficient, business-like manner.
• Assist the Customer Service team in resolving customer complaints, confrontations, approval of actions outside normal procedures, and extensions of payments.
• Analyze customer feedback, productivity reports, service results and quality control data to identify areas needing improvement and implement corrective action to ensure that Customer Service Representatives provide satisfactory response time, meet customer expectations and comply with established standards, policies and procedures.
• Review service order and adjustment processing for timeliness and correctness of posting to ensure timely resolution of problems and timely and correct billing, resulting in customer satisfaction; analyze customer responses and noted recurrent problems to determine the need for additional or specific training or other corrective action.
• Review work assignments, work reports, and other performance metrics, with Executive Director, Customer Service.
• Prepare internal reports to show numbers and types of customer contact transactions, the response time, the volume of sales, and other customer service-related reports, as required.
• Approve Purchase Requisitions for materials and equipment needed by the department.
• Perform other related duties or tasks as assigned or required.

Required Qualifications, Capabilities, And Skills

• Associate’s degree from an accredited college in marketing, public relations, business management or related field, or two years additional related work experience is preferred. High school diploma is required.

Preferred Qualifications, Capabilities, And Skills

• Five years customer service telephony experience, with two years supervisory/managerial experience is preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical activity of this position includes crouching, standing, reaching, walking, pushing, pulling, lifting, picking, pinching, typing or otherwise, primarily with fingers rather than with whole hand or arm, grasping, feeling, Talking, hearing, repetitive motions – making substantial movements of the wrist, hands, and/or fingers.

The physical requirements of this position involve Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds if force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that of Sedentary work and the worker sits most of the time, the job is rated for light work.

For visual acuity requirements including color, depth perception, and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines. Using measurement devices; and/or assembly or fabrication of parts as distances close to the eyes.

Working Conditions

The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. This job operates in mainly in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. However, Activities occur both indoors and outdoors so the worker will be subject to both environmental conditions.

About IT&E

Formerly Micronesian Telecommunications Corp, IT&E was a part of Verizon International. CITADEL acquired IT&E in 2005 after successfully navigating the US CIFUS process and the Federal Communications Commission. In 2006, a partnership was established with Sumitomo Corporation, one of Japan’s largest trading houses, which invested in the company as part of its telecommunications push. The company acquired IT&E in Guam, and together, became the largest wireless provider in Micronesia. The entire company was renamed IT&E. IT&E was the first in the region to offer 3G services with the launch of CDMA EVDO in 2009. It soon followed with the launch of 4G LTE in 2011.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.

Important Information about COVID-19 Vaccination

Our Company has a mandatory vaccination policy in place. If you receive an offer of employment from our Company, you will need to provide proof that you are or will be fully vaccinated by January 4th, 2022 (fully vaccinated status means you have received two doses of a two-dose series or one dose of a single dose series, and it has been two weeks since your last dose). Our Company provides reasonable accommodation for approved medical or religious exemptions. If you feel that you have a qualified medical or religious exemption to this policy, you must speak with HR to begin the interactive process. Noncompliance with our mandatory vaccination policy will result in disciplinary action, up to and including termination or revocation of the offer of employment.