Job Description

Do you enjoy working with the senior community? 
ClearCaptions

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. 

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. 

For more information about our services please visit clearcaptions.com.  

Position Summary:

The CEX Retention Winback Supervisor supervises the day-to-day operations of the customer retention activities, leading a team of Customer Winback Representatives to deliver a world-class customer experience.  The position supervises retention efforts as well as the effectiveness of related processes within ClearCaptions. This role supports company and departmental goals by directly influencing the retention of current customers, providing solutions to resolve issues and drive retention efforts.

This is a Remote/Work from Home position reporting to the CEX Winback Manager

What you will do:

• Supervises and develops a team of frontline Customer Win b ack Representatives focusing on retention of current customers.
• Responsible for hiring, onboarding, training, and retention of team to ensure right person, right role, right time
• Establishes high standard s for productivity, quality, customer service, and team cohesiveness
• Provides weekly team and one-on-one coaching to Reps and team leads
• Cultivate s a strong departmental culture through active team member engagement
• Provides continuous feedback and conducts performance reviews and other talent assessments for direct reports
• Maintains assigned team members time and attendance records and scheduling of team members
• Actively listens to and helps to resolve employee relations concerns among the team, working with human resources for escalated situations
• Instills and p romotes company values and mission through role modeling leadership and core value behaviors

• Supervises retention of weekly active users based on established criteria:

• Monitors productivity to ensure all calls are made on time and with the expected level of quality.
• Follows up to ensure the correct percentage of customers are assisted and back online.
• Calibrates calls to improve agent skill s.
• Supervises the customer deactivation process.
• Collaborates with business systems teams to ensure the customer retention management system is set up to collect customer sentiments and data that provides productive insight of findings.

• Additional Responsibilities:

• Manages open CEX cases and follows up with customer on resolution and close cases when appropriate .
• 911 verification Contacts customer to verify their address is correct.
• Follows up on satisfaction surveys with outbound calls to customers to ensure their issue is resolved.
• Maintains consistent professional development through company provided workshops, training , and development opportunities
• Take s an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team .  Continually upgrade s talent through timely talent management, development, succession planning and recruitment.

Qualifications: 

• High School Diploma or GED Required . 
• Bachelor’s Degree preferred in such fields as Business Administration, Management, Information Technology, or a related field or equivalent years of direct experience leading productive teams
• Minimum 1-3 years of leadership experience
• 2-3 years of experience in customer service or technical support , preferably in a technology-based environment
• Minimum two-years technical support experience in a call center environment or proven technical ability
• Working knowledge of internet connections (cable/ DSL), routers, modems, and telephones
• Ability to display empathy and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Strong analytical, planning and budgeting skills. 
• Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes .
• Ability to work collaboratively with colleagues and staff to create a high-quality , results-driven, team-oriented environment.
• D emonstrated ability to use discretion, make sound decisions, display integrity, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to 5%); will include some overnight travel.
• Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands :

Employees may experience the following physical demands for extended periods of time:  

• Sitting, standing , and walking (95-100%)   
• Keyboarding (70-90%)   
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%) 

Work Environment : 

Remote with Travel: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue; exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (approx. 5%), may include overnight and out-of-state travel.  

Compensation:

$54,496 to $61,924 prospectively with consideration to experience and geographical location.  Please see for an overview of our generous benefits program.

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics .

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

ClearCaptions is an Equal Opportunity Employer.

CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Job Tags

Remote job, Work from home, Flexible hours,

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