Employment Opportunities

Position Title:

Customer Support Lead

Job ID Number:

021EE

Reports To:

Customer Support Supervisor

Purpose of Position:

Under minimal supervision of the Customer Support Supervisor, the Customer Support Lead is responsible for assisting the supervisor in managing the day to day performance of designated representatives and ensuring customer satisfaction by responding to customer inquiries, resolving complex billing issues, and advanced troubleshooting. The Lead is also responsible for helping individuals and the team meet department/company goals. The Lead will serve as a role model for all co-workers.

Primary Responsibilities:

  • Models the skills and behaviors expected of all team members
  • Responds to customers and co-workers using positive interaction skills, actively listens and confirms understanding
  • Handles more complex customer issues, sometimes involving technical problems, going beyond standard troubleshooting procedures
  • Effectively and efficiently uses the PC keyboard, Windows 95 and e-mail, entering clear and concise notes on all customer interactions
  • Effectively and efficiently uses systems such as Remedy or Banner and other designated applications, accurately accessing, interpreting and inputting data
  • Reads and interprets complex billing issues, accurately explaining details to customers and resolving complex disputes. This involves research of the DASR and Billing exceptions processes as well
  • Explains Edison Select and Source products and services in simple terms, accurately explaining features, benefits and pricing. Also, effectively differentiates our products and services from that of our competitors
  • Strives to retain dissatisfied customers by effectively offering options and reinforcing the value of our products and services and is able to do so in difficult situations
  • Follows through on commitments by clearly establishing expectations, time frames and confirming agreements with customers, contractors and others as necessary. Also, assists supervisor in coaching representatives to take ownership of cases through to resolution
  • Accurately communicates complex details to service contractors and/or off-line support personnel to facilitate problem solving
  • Takes every opportunity to cross-sell or up-sell other products and services than those already acquired by customers
  • Monitors and provides appropriate feedback and coaching for team members.
  • Performs other administrative duties in support of supervisor
  • Communicates comments and suggestions, in support of department and company goals, upward through supervisor
  • Meets all productivity standards for Lead such as schedule adherence, wrap time, call quality standards, etc.
  • Follows company/department processes, practices and protocols accurately and consistently

Qualifications and Experience

  • Must be a CSR III at Edison Enterprises for at least one year, consistently meeting all department standards
  • Must complete Monitoring and Coaching Training and Interpersonal Management Skills Training

Submit resume in confidence to:
Edison Enterprises Professional Staffing
955 Overland Court, San Dimas, CA 91773
Fax to: (909) 599-7336
E-mail: jmchale@edisonenterprises.com

Equal Opportunity Employer Supporting Diversity in the Workplace (M/F/D/V)

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Edison Enterprises is not the same company as Southern California Edison, the utility, and is
 not regulated by the California Public Utilities Commission. You do not have to buy
 Edison Enterprises' products in order to continue to receive quality regulated services from the utility.

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