Coach, Home Services

Overview:

The Coach, Home Services is responsible for working directly with customers, Tier 1 Home Services Advocates, and/or field dispatch team to resolve customer impacting issues.  This may include issues that are not Tier 2 will quickly be diagnosed and transposed into the appropriate tickets and/or call hand-off to Tier 3 Support if necessary. Additionally, the Coach will be responsible for meeting or exceeding KPIs as it relates to NPS, Attendance, AHT/Efficiency, Contacts per rep, and delivering operational excellence during each customer encounter.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

• Supervise a team of Home Services Advocates
  • Ensure that all team members’ results are aligned with organizational goals for all metrics including, Average Handle Time (AHT), First Call Resolution (FCR), call reduction, proactive notification of system issues, building a working relationship with Retail that fosters efficiency, etc.
  • Monitor the Avaya Real Time Stats viewer on a daily basis to observe call volume and performance levels.
  • Ensure that team members are completing daily and monthly tasks, to include schedule adherence.
  • Serves as a first responder for high-level technical issues that need to be escalated to the Tier 2 or NOCC.
  • Responsible for the oversight of Home Services support queue and ensuring all touch points have the Customer Care support needed to ensure timely resolution of customer’s issues.
  • Identifies, monitors and escalates issues that impact usability of C Spire products and services to the Technical and Customer Operations team(s).
  • Maintain proper controls to protect company assets against criminal and fraudulent operations and unnecessary risk and exposure.
  • Coach, develop and hold direct reports accountable for performance deficiencies.
  • Responsible for the activation, deactivation, and policy compliance of all C Spire employee accounts.
• Cross-train and develop skills of staff, to include succession planning. Hire, train and give performance feedback to employees.
• Responsible for assisting with FTTH projects and providing inter and intra departmental escalations where necessary for matters including (but not limited to) video services, internet services, email, phone, features, porting and product equipment. Acting as a liaison between departments and executive stakeholders to provide customer/policy specific information for high-level escalations.
• Comply with established policies and procedures.
• Acts as a catalyst for identifying organization needs for change and training in all customer touch points via the use of effective tracking/trending mechanisms, including trouble ticket trends and other sources of feedback
• Must work independently to resolve customer’s issues, frequently doing research outside of internal products and services provided by the company.
• Must possess a willingness to quickly learn new applications and be energized at the development of new products and business models. Implement and maintain automated processes whenever cost/benefits analysis indicates to do so.
• Maintain Open Issues and Outage process. In addition, aid with trouble shooting and resolution process as needed from Tier 3 for any of these issues.
• Assist Manager with daily operational tasks such as questions from team members, meetings, etc. Ensure that team is complying with and enforcing all operational policies and procedures as set forth by the company.
• Perform additional duties and projects as assigned.

• REQUIRED
  • High school diploma or recognized equivalent.
  • At least four years of proven customer service experience required, preferably in the technology industry.
  • College degree or progress towards a degree preferred.
  • Proven experience with call centers or telecommunications services is required.
  • Sound experience in basic understanding service provisioning, maintenance & support in back-end system(s).
  • Must be able to lead projects from inception to completion.
  • Must have skill sets to troubleshoot advanced technical issues.
  • Must have a polished appearance and project a professional image to the public and internal business stakeholders.
  • Must have good communication, reading, spelling and typing skills as well as a high degree of knowledge related to technology-based solutions and products.
• PREFERRED
  • Proven experience successfully managing, leading, and coaching employees preferred.
  • Preferred advanced technical background including but not limited to IOS, Windows, Routers, Networking proficiency, etc.
  • Existing Microsoft Excel and Microsoft Word proficiency preferred. 

PHYSICAL REQUIREMENTS /WORKING CONDITIONS:
Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen. Must be willing to work a flexible schedule shared by other department members including weekends.  Occasional kneeling, standing and moving around the call center or call center lab(s) are a requirement of this position. Open to travel a must.

Note: This is a brief description of the Coach, Home Services responsibilities and is not limited to those described herein.  Management retains the right to add, delete or modify any of these responsibilities at any time during employment.   Rev. 02/2025