Zentro Internet

Customer Support

• Supervise a team of call center sales and support representatives.
• Monitor daily operations to ensure quality, efficiency, and target achievement.
• Hire, coach and train team members; assist with new hire training.
• Implement and review operational protocols and processes to maximize efficiency.
• Coordinate with other departments to create processes and procedures for departmental success.
• Ensure key performance metrics and overall company goals are achieved, including monthly customer satisfaction, quality, and productivity targets.
• Communicate product, procedure, and company changes to team.
• Drive sales of internet products and services through inbound and outbound customer interactions.
• Develop strategies to meet or exceed sales targets and motivate team with incentives.
• Provide frontline troubleshooting for common internet, modem, and connectivity issues and assist agents with escalated inquiries.
• Document and report recurring technical issues to Tier 2/engineering teams.
• Monitor call quality and handle escalated complaints; promote customer retention.
• Track and report on sales performance, call metrics, and customer satisfaction; ensure compliance with company policies and call center best practices.

Customer Support Supervisor, Sales, Tier 1