(INTERNAL APPLICANTS) Strategic Accounts Manager
Camp Strategy
Customer Support Supervisor, Sales, Tier 1
Zentro Internet
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $52,000 - $56,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Previous experience in call center supervision, sales, or customer support (internet/telecom industry preferred).
- Strong leadership, communication, and motivational skills.
- Knowledge of basic internet troubleshooting (modems, routers, connectivity).
- Ability to analyze metrics and drive results.
- Tech-savvy with CRM/call center software experience a plus.
- High school diploma or equivalent.
- Authorization to work in the US (application asks Are you authorized to work in the US?).
