Escalations Team Lead

Company: Altice USA
Location: Bethpage
Posted on: September 4, 2024

Job Description:

OptimumAre you looking to Optimize your life? Start your exciting path to a rewarding career today!We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!We areOptimum!Job SummaryThe Team Lead is a critical support person on the Escalations Team to ensure fulfillment of department's objectives are met. Supports customers directly by handling complex transactions and/or escalated issues and indirectly by assisting call center representatives in a professional and expert manner. Works to ensure customer satisfaction and compliance with all customer service policies and procedures. Works under minimal supervision. The ideal leader for this role must have a passion for our customers and our products. Customer Experience will be the focus of this role.Responsibilities

• Troubleshoot and provide resolution, through chat, email and phone, for advanced specialty technical issues for all Altice products and services, including support of multiple devices, depending on business needs (e.g., Programming Issues, Altice Voice, Altice Online, Altice One, Smart Wi-Fi, SIP Trunk Routing, Porting for business lines, Static IP support, and bulk accounts).
• Coach and counsel Agents, by answering care questions raised by call center employees including but not limited to technical and billing issues.
• Acts as an escalation point for agents for billing issues, Altice products, including support of multiple devices, depending on business needs (e.g., Programming Issues, Altice Voice, Altice Online, Altice One, Smart Wi-Fi, etc.), and responding to any customer escalation / rescue call. This includes researching accounts, determining when a service call /truck roll is needed, scheduling service appointments with the customer, and settling disputes & make outbound telephone calls.
• May be required to provide first level care supporting inclusive of responding to customer questions on billing and other account related and administrative questions regarding a customer's account.
• Often act as a liaison with the customer contact personnel on product/tool outages, current technical issues, etc. providing information to management team.
• Act as a feedback loop to drive continuous improvement with the customer experience. Needs to share feedback on trends with regards to the performance of our products, gaps in functionality, and opportunities for product enhancements. Additionally, should identify process gaps and improvements regarding the customer life cycle.
• Working with the supervisors, this position must be able to provide qualitative assessments of care employees regarding their capability to deliver the appropriate customer experience. They should identify those employees who may need additional coaching/training assistance. Qualifications
  • High school diploma or equivalent. Some College preferred. A+ computer/networking certification preferred.
  • 3+ years of customer service experience in a performance managed environment that is a technology focused with high volume troubleshooting through phone, email, and chat.
  • 3+ years' demonstrated experience of complex knowledge with the use of PCs, including experience in troubleshooting industry standard applications, along with the ability to navigate in a multi-window-based environment. Should have demonstrated expertise in the following specialties: Network (RF Troubleshooting, email, DHCP Server, routers), Systems (Hardware, Software, Operating Systems, IP Products, New Technology) and Communications such as cellular.
  • Demonstrated coaching skills are necessary to complete training team members to meet the Altice performance expectations.
  • Ability to guide employees and customers through established troubleshooting procedures to identify and resolve complex technical problems. Must have an excellent understanding of current quality system, departmental processes/procedures and Altice services and products.
  • Good written, verbal, presentation and computer skills are needed in order to document resolutions, prepare training documents, produce reports, create process flows, and spreadsheets.
  • Demonstrated expertise in the following specialties: Network (RF Troubleshooting, email, DHCP Server, routers), Systems (Hardware, Software, Operating Systems, New Technology) and Communications.
  • Requires flexibility to work evenings, weekends, holidays, overtime, and changes in shift depending on the needs of the business.
  • Position requires focus on specialized tasks, engaging in customer communications and sitting for extended periods of time. At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $59,007.00- $96,939.00/ year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.

Keywords: Altice USA, Levittown , Escalations Team Lead, Other , Bethpage, New York