Customer Service Supervisor

The company

Enterprise, wholesale and government customers buy Ethernet, wavelength and dark fiber services. We run a fiber backbone of over 20,000 route miles, plus data centers and network operations centers. Our longest-tenured lineman has been here 31 years.

We are creating this position because the workload has grown. Caskway Communications is hiring for its operations team in New York City. Full-time and part-time shifts available. On site, New York City.

What you'll be doing

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.
• Explain bills and payment options and take payments over the phone.
• Look up orders, accounts and shipping status in the CRM and order system.
• Complete required training and quality coaching sessions.
• Process returns, exchanges, refunds and address changes.

You'll need

• 8-10 years of customer service, retail, hospitality or call center experience.
• Must pass a background check.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.

Preferred qualifications

• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.
• Zendesk, Five9 or Genesys experience.

Schedule: Four 10-hour shifts, rotating weekend day

Benefits

$36.00 - $39.00 per hour

• Health savings account (HSA) with employer contribution.
• 401(k) with 4% match.
• 11 paid holidays.

Caskway Communications is an Equal Opportunity Employer, including disability and protected veteran status.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Caskway Communications Ltd.