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Google

Customer Service Supervisor, Google Fiber
Charlotte, North Carolina Area, US - Information Services, Internet
With the Google Access team, you’ll work on cross-product and cross-team initiatives, working closely with cross-functional team members to refine and evolve our projects, as well as deploy new technologies to markets and communities around the globe. You like being on-the-ground, executing complex projects that bring internet access to people.

Google is always striving to innovate our Fiber-to-the-Home program. We're building one of the fastest national broadband networks to deliver next-generation Internet and TV content to users. If you want the opportunity to work on a state-of-the-art high-profile program, look no further than this opportunity to help create the future of broadband.

As a Customer Service Supervisor, you will ensure that Google is focused on our customers at our local brick-and-mortar location. You will be a product expert with detailed knowledge of our constantly evolving service. This position is responsible for supervising all functions of the Google Fiber space, including customer experience, facilities management, performance planning, inventory, and product-related functions. You will help develop a vendor team focused on driving customer retention and satisfaction while ensuring excellence in customer service with every customer contact. Additionally, you will be an escalation point of contact for all in-market partners and ensure that the experience remains consistently excellent for the customer.

Responsibilities

• Help create and maintain an environment for discovery in the Google Fiber space that sparks new ideas for using Google Fiber services, such as high-definition programming and high-speed Internet.
• Establish and maintain a professional and courteous support culture within the Google Fiber space while promoting an interactive and engaging experience. Interact with other in-market teams (Construction, Sales, Marketing, etc.) to build a strong working relationship, and be the local voice of Google Fiber’s customer and our support organization in cross-functional decisions.
• Support employees in problem solving and address escalated customer (internal and external) issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.
• Be a self-directed, passionate leader who is customer focused and acts with a sense of urgency to proactively address issues, obstacles and shortfalls that may impact performance.
• Oversee the inventory that is contained in our Google Fiber space. Help build processes to improve the tracking and storage of Google Fiber equipment, as well as marketing/sales items.
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  Minimum qualifications
  
• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a customer service role (in person) and 1 year of people management experience.
• Ability to work non-standard work hours as needed.
• Ability to travel as required.
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  Preferred qualifications
  
• Proven technical troubleshooting background (wireless networks, Windows, Mac OS, email).
• Local market expertise.
• Comfortable reporting technical issues to engineers in descriptive terms.
• Creative and passionate approach to addressing opportunities and challenges; and an enthusiastic, self-motivated, positive can-do attitude that relishes delivering best-in-class customer service.
• Ability to communicate effectively with customers and employees of the organization.
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  Area
  
  At Google, we're always trying to provide our users with the fastest services possible. Google Fiber works to go the very last mile, providing fiber-optic Internet connections directly to users' homes. We're building one of the fastest networks in America so that users can experience the future of broadband because we know that your Internet connection can never be too fast.
  
  Product & Customer Support
  
  Turn product innovations into client solutions.
  
  Learn more about our Product & Customer Support teams
  
  No salary provided
  
  Posted May 29, 2015 at 09:11AM from LinkedIn http://ift.tt/1BtYRkK
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