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Vacancies > Job Vacancy Announcement Detail
Job Vacancy Announcement Detail
| Employer: | Micronesian Telecommunications Corp. dba. IT&E |
| DBA: | Micronesian Telecommunications Corp. dba. IT&E |
| Address: | P.O. Box 500306 Saipan, Northern Mariana Islands 96950 United States |
| Phone: | 670-234-6600 |
| Other Number: | 670-285-9137 |
| Contact Micronesian Telecommunications Corp. dba. IT&E via email | |
| Job Vacancy Announcement | JVA |
| JVA Type: | New |
| Island | Saipan |
| FLSA Covered? | No, not covered |
| DOD related? | No |
| PERM related? * | No |
| VEVRAA related? | No |
| Original Number of Openings: | 1 |
| Number of Openings Currently Available | 1 |
| Specific Worksite location: | Chalan Lau Lau, Saipan |
| Job Classification: | Management Occupations |
| Job Title: | Customer Service Supervisor |
| Announcement Number: | 16-07-40494 |
| Job Classification: | Management Occupations |
| Opening Date: | 7/7/2016 |
| Closing Date: | 7/22/2016 |
| Salary Range: | $28891 to $47653 / Annually |
| Job Title: | Customer Service Supervisor |
| Job Duties: | Job Summary: The Customer Service Supervisor directs and coordinates the daily activities of billing, sales, quality (internal and external) and customer contact efficiency of the Customer Service work force toward achieving departmental and company objectives; responds to miscellaneous information requests and oversees customer access to the IT&E service enrollment, equipment purchase and complaint management processes; supervises the tri-language, customer service center to ensure that all client needs are met and problems are resolved with the highest level of customer satisfaction as a primary target. Essential Duties and Responsibilities: The Employee will: 1. Develop, in conjunction with the Department Manager, goals and objectives for the Customer Service Center in line with the IT&E Mission and business strategy. 2. Supervise Saipan Store Locations which are made up of a team of Universal Service Representatives (hourly) and Wireless Technicians providing a work environment that focuses on both team and individual objectives and promotes empowerment for the employees in responding to customer needs. 3. Perform supervisory duties that include interviewing/hiring, coaching, counseling, monitoring attendance, taking disciplinary action, preparing performance appraisals, timekeeping, scheduling employee leaves and promoting employee involvement. 4. Perform the following monthly tasks: • Supervise delivery of courtesy calls for high tolls and collection calls for billed-and-unpaid/unbilled revenues • Review and approve extension requests based on established guidelines • Review, approve and ensure the timely input of all adjustments • Review and approve employee payroll records 5. Supervise daily USR activities while minimizing overtime expenditures; exercise judgment and discretion in the daily revision of the workforce schedule, balancing customer volumes, local labor agreements, budgetary constraints, employee needs and other factors. 6. Develop and implement customer service strategies and protocols to better respond to customer needs, resulting in a high level of customer satisfaction and a positive image of IT&E service that assists in creating profitable market expansion for the various IT&E services and products. 7. Monitor the performance of Customer Service staff to ensure that all work is performed in an efficient and timely manner, meets IT&E and industry customer service standards, and satisfies customer expectations in a pleasant, efficient, business-like manner. 8. Provide timely positive reinforcement to encourage a high standard of performance, take corrective action as required, provide necessary in-service and cross-training to ensure the attainment of established objectives. 9. Assist Customer Service staff in handling walk-in customers in cases of staffing shortage, excess customer load and escalated customer service situations. 10. Conduct performance appraisal review of all assigned staff, evaluating performance and attendance, providing face-to-face counseling and establishing work objectives for improvement. 11. Analyze customer feedback, productivity reports and quality control data to identify areas needing improvement; implement corrective action, as necessary, to ensure IT&E is providing exceptional response times, meets customer expectations and comply with established standards, policies and procedures. 12. Provide guidance to employees in resolving customer complaints and concerns in a timely manner, assisting, as necessary to alleviate confrontational situations. 13. Analyze existing Store procedures to ensure that they are updated and abreast with current demands; develop standards and procedures and product information and service guidelines for new product offerings. Work closely with Marketing to ensure products and prices are attractive to Customers to improve sales. 14. Provide regular updates to the employees regarding new services and products, and policy/procedure changes. 15. Monitor customer traffic flow and prepare internal reports to show numbers and types of customer contacts, as required. 16. Maintain store upkeep and readiness to conduct business; prepare Purchase Requisitions for materials and equipment needed by Customer Service. 17. Coordinate with the Department Manager, Executive Director Customer Operations to develop and implement in-service and cross-training, and other programs and strategies to ensure knowledge of IT&E products and services, and to improve customer service and sales skill levels. 18. Perform other related duties or tasks as assigned or required. |
| High School Diploma Required? | Undetermined |
| Qualification Requirements: | Minimum Qualification Requirements: Education: Associate’s degree from an accredited college in marketing, public relations, business management or related field, or a high school diploma and two years additional related work experience in Customer Service or Sales. Work Experience: Five years customer contact experience in a Sales environment. |
| Full or Part Time: | Full Time |
| Hours per Week: | 40 |
| Hours per Day: | 8 |
| Payment Frequency: | biweekly |
| Overtime Available: | No |
| Overtime Rate: | $0 - $0 |
| Rate x 1.5 per hour Exempted: | Yes |
| Specify All Payroll Deductions: | All federal and local taxes; all others depends if employee signs up for example 401(k), medical & dental, supplemental life, and all other benefits. |
| Required tools, supplies and Equipment to be provided: | All tools required to do the job. |
| Anticipated starting date of employment: | 7/14/2016 |
| Anticipated closing date of employment: | 7/15/2016 |
| Housing Provided: | No |
| Food Provided: | No |
| Transportation required: | No |
| If transportation is required, daily transportation to and from the worksite(s) will be provided to the workers. Daily pick-up place(s) will be at: | |
| Fringe Benefits: | 401 (k) (matching up to 6%; $0.75 to a $1.00) Life Insurance (100% Basic Life) Gas Card ($0.57 off gallon at IP&E) Medical Insurance (65% of monthly premium) Dental Insurance (50% of monthly premium) Employee Telephone Discount. Workers compensation provided. |
| Comments: | Please apply online at www.ite.net |