Sales & Customer Experience Operations Supervisor

Loretto Telecom operates in a culture of excellence to deliver the most innovative, dependable, and affordable communications for residential and business customers.
JOB DESCRIPTION: Sales and CX Operations Supervisor REPORTS TO: GENERAL MANAGER FUNCTION: Oversees the entirety of customer interactions while leading personnel.
Crafts and executes sales-driven strategies for all Loretto Telecom offerings to drive profitable revenue growth.
Emphasizes exceptional service and robust support for customers, aiming to uphold elevated levels of satisfaction and retention while prioritizing sales objectives.
1.
TYPICAL DUTIES A.
Designs and implements sales strategies for both self and team to meet short and long- term revenue goals across all new and existing products and services.
Prioritizes customer satisfaction and upholds the company's positive image.
B.
Collaborates with sales and advertising initiatives, actively tracking and analyzing results to gauge their effectiveness.
Coordinates service adjustments with relevant departments to optimize outcomes.
C.
Possesses an in-depth understanding of the company's product portfolio and services.
Conducts regular evaluations of industry competition, trends, and consumer behaviors to adapt sales strategies accordingly, responding to competitive and market conditions.
D.
Manages and directs subordinate staff, providing consistent coaching, support, training, and necessary disciplinary actions based on sales program criteria.
Communicates clear job expectations and equips staff with the resources needed for success.
E.
Ensures personnel deliver exceptional customer service, actively engaging in upselling additional services.
Processes customer requests accurately and promptly through the billing system.
F.
Exhibits exceptional communication skills when interacting with both internal and external customers.
Responds proficiently to customer inquiries, treating customers respectfully while maintaining a comprehensive knowledge of products and services.
G.
Assists team members in handling difficult customer situations.
Exercises sound judgment and decision-making in resolving complaints related to billing, company policies, and tariffs.
Escalates complex issues to the General Manager when necessary.
H.
Adheres to all operational policies and procedures, actively suggesting improvements or revisions when needed.
Assists in implementing new or updated policies, procedures, and methodologies.
I.
Ensures subordinate adherence to company policies, work standards, and safety practices, promoting a culture of compliance and best practices within the team.
2.
PERIODIC DUTIES A.
Develops a sales plan and strategy for all Loretto Telecom products including a detailed itemization of projected capital and operating expenses while also assuring budgetary compliance.
B.
Consistently assesses and enhances comprehensive sales initiatives by conducting in- depth analyses of market trends, economic conditions, and competitive dynamics.
C.
Manages the collection of payments from both current and delinquent customer accounts, ensuring cashier compliance with proper cash handling procedures.
Oversees accurate reporting, secure handling, and timely deposits of receipts.
D.
Assists in the establishment and billing processes for new products and services.
Ensures team adherence to billing and collection contractual obligations with long-distance carriers, implementing optional calling plans and managing credit issuances or adjustments.
E.
Oversees the meticulous maintenance and updates of customer-related databases, including E-911, LIDB, Caller ID, and technical support for internet services.
F.
Suggests appropriate community engagement prospects within the service region to supervisors and oversee the implementation of approved involvement initiatives.
G.
Conducts scheduled performance assessments for subordinates, offering valuable feedback and guidance as necessary.
H.
Attends seminars, workshops, and meetings as necessary.
I.
Undertakes additional duties as directed by the supervisor, ensuring adaptability and versatility in contributing to the organization's objectives.
EQUIPMENT NEEDED A.
Operates office equipment, scanner, telephone voice mail system, personal computer and, on occasion, a company vehicle.
JOB KNOWLEDGE, TRAINING, EXPERIENCE B.
A four-year degree in Marketing, Business Administration or Communications is desired; however equivalent work experience may be considered by management in meeting the desired educational background.
C.
Successful sales experience is required, preferably in telecommunications.
D.
Employee must attain thorough knowledge of customer service procedures, including customer billing and information systems.
E.
Excellent written and verbal communication skills are a must including verbal and written and being proficient in spelling, grammar, and proofreading.
Must possess proficient computer skills and must be able to multi-task and meet required deadlines.
F.
Employee must possess leadership qualities, the ability to motivate others, and organizational skills.
G.
Employee must utilize sound business judgment and exercise the highest ethical standards.
H.
Employee must possess a valid driver’s license.
I.
Employee must be proficient with general office equipment, scanners, and the following software programs: Microsoft Office (Word, Excel, and PowerPoint), Adobe Acrobat, and Adobe Photoshop.
AUTHORITY A.
Employee works without direct supervision or instruction but is accountable to the General Manager for the effective performance of assigned duties and responsibilities.
B.
Employee exercises individual initiative in supervising the activities of the marketing, public relations, and customer service personnel.
C.
Coordination of activities with other departments is necessary to ensure efficient business operations.
D.
Major decisions are referred to supervisor for assistance.
PHYSICAL EFFORT Sitting at desk usually, but also attending community events and long periods of standing.
WORKING CONDITIONS Employee will generally be working in an office environment; however, there may be times that attendance at community events or conferences will be necessary.
DIRECT REPORTS * Customer Service Representatives 2 * Business Sales Representative 1 OTHER FEATURES A.
Employee promotes a good company image and implements ways to improve the image with our customers.
B.
Employee maintains an effective relationship with manufacturers, suppliers, and vendors of telecommunications equipment and services.
C.
Employee maintains an effective relationship with appropriate personnel from other industry partners as a means to further understand competitive trends and analyze marketing strategies.
D.
Employee develops productive relationships with residential and business customers to attract and retain desired sales volume, to increase usage and knowledge of Telco services, and to expand awareness of new and enhanced service offerings.
E.
Employee monitors competition by gathering current marketplace information, evaluates results and competitive developments, and recommends changes in products, service, and policy; also, monitors economic development in service area affecting existing and potential subscribers.
F.
Employee must exhibit a professional appearance and possess excellent verbal communications skills.
G.
Confidentiality, honesty and accuracy are necessary in performing the job duties.
H.
Employee must deal consistently and fairly with subordinates and demonstrate the ability to manage effectively.
I.
Employee coordinates with other departments to implement marketing practices and procedures that will develop a better flow of information to result in faster and better service for our customers.
J.
Employee may be required to perform various other activities on an ad hoc basis as requirements arise.
K.
Employee must support the policies developed by the Chief Executive Officer and the Board of Directors.
L.
Employee must work in accordance with safe work practices at all times.
The work described includes the overall function of the job but is not considered a detailed description of every single duty of the employee.
This organization reserves the right to revise or change job duties as the need arises.
This job description does not constitute a written or implied contract of employment.
Management reserves the right to change job descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities.
ADDENDUM TO JOB DESCRIPTION: Customer Experience Supervisor PHYSICAL, SENSORY, AND ENVIRONMENTAL REQUIREMENTS TO PERFORM ESSENTIAL JOB DUTIES A.
PHYSICAL REQUIREMENTS 1.
Lifting: Minimal 2.
Carrying: Minimal 3.
Pushing/Pulling: Minimal 4.
Use of Equipment: Office Equipment, Computer Terminal & Printer, Personal Computer scanner, camera, vehicle 5.
Sitting: Continuously 6.
Standing: Not Necessary 7.
Walking: Not Necessary 8.
Bending: Not Necessary 9.
Stooping: Not Necessary 10.
Crawling: Not Necessary 11.
Climbing: Not Necessary 12.
Reaching Above Head: Not Necessary 13.
Grasping: Both Hands - Frequently 14.
Fine Manipulating: Both Hands - Frequently B.
SENSORY REQUIREMETS 1.
Eyesight a.
Normal/Corrected - Necessary b.
Close Eye Work - Necessary 2.
Hearing a.
Normal Tones - Necessary b.
Soft Tones - Necessary 3.
Distinguish Smells - Not Necessary 4.
Distinguish Tastes - Not Necessary 5.
Distinguish Temperatures a.
By Touch - Not Necessary b.
By Proximity - Not Necessary C.
ENVIRONMENTAL REQUIREMENTS 1.
Exposed to marked changes in temperature - Not Necessary 2.
Outside Work - Not Necessary 3.
Exposure to dust, fumes, water, etc.
Not Necessary 4.
Expose to mechanical, electrical and/or chemical hazards: Not necessary Job Type: Full-time Benefits: * 401(k) * 401(k) matching * Dental insurance * Disability insurance * Flexible spending account * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * Monday to Friday License/Certification: * Driver's License (Required) Ability to Relocate: * Loretto, TN: Relocate before starting work (Required) Work Location: In person