CUSTOMER CARE SUPPORT SPECIALIST - METHODS & PROCEDURES

  Customer Care Support Specialist – Is responsible for the support and implementation of methods and procedures for All Sales Channels. Working with training partners, ensures effective delivery of a quality training package while maintaining ongoing updates and improvements to the methods and procedures in use.Performs job duties consistent within safety, legal and regulatory requirements; company standards, culture and business practices. Essential Duties and Responsibilities:  - Ensuring consistency and adherence to policies and standards.- Cross-functional departmental coordination of all support activities.- Formulate and execute comprehensive support strategy to support needs, resources and systems.- Coordinate and assist managers with the deployments of support products and services.- Ensures the timely response of escalated issues from customers, both internal and external.- Reviews and refines current processes and procedures, identifying new opportunities and developing new methods to improve overall operations for all sales channels.- Develop and deliver processes for a wide range of tasks and functions associated with product and service delivery for all sales channels.- Develop processes for the delivery of field support, sales support and resource management support to all sales channels.  - Implement strategies and creations of high-level business requirements, process creation and continual refinement.- Other duties, functions and tasks as assigned by accomplishing related tasks as needed. Additional Duties:Contributes to departmental activities and programs by accomplishing related tasks as needed. Knowledge, Skills and Abilities:- Strong understanding of the of Methods and Procedures Development.- Basic PC skills plus knowledge of Microsoft Office, Excel spreadsheet and Power Point.- Desired Level 3 Processing skills Education/Experience- Bachelor Degree or equivalent experience.- In order to accomplish the essential duties of this position, the incumbent must have a minimum of ten years of experience of successful, demonstrable leadership experience with a call center-based sales team responsible for the functions described above.  Physical Demands and Work Environment: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  FairPoint Communications reserves the right to change or revise duties and responsibilities as the need arises.  This document is not a written or implied contract of employment.