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I, Steve Hernandez, am the manager on call this weekend.  Please call me for any issues or emergencies. 737-228-0515

 

’nuff said! 🙂

 

We are looking to hire a new Team Lead for a New Technical Support client!

We are conducting interviews ASAP, so if you are interested, send an email to Steve @ shernandez@cwxtx.com immediately! We are looking to make a decision by next Monday!

 

Some of the things we’re looking for

• Passionate about customer experience and understands the importance of great customer service
• Self-motivated individual who can build collaborative and positive relationships.
• Flexibility and adaptability, able to work well in a growing business
• A confident individual that takes initiative and solves problems with little to no prompting.
• A leader who works well with little supervision.

Key Responsibilities

• Provide quality and efficient customer service and technical support through direct interface with customers and clients as well as supervision of a team of agents
• Communicate goals and provide regular performance feedback to develop agents to perform at their absolute best
• Keep up with day-to-day leadership duties and tasks including handling escalated customer issues and general tickets
• Be a confident problem solver
• Constantly evaluate workflows and provide insight on how to improve the efficiency of those flows
• Understand the top user issues and make recommendations to improve processes and policies
• Lead and/or participate in projects outside the scope of your department, as assigned by your manager.
• Ensure agents have appropriate training and other resources to perform their job
• Respond to and resolve issues expressed by team members.
• Create and maintain a high-quality work environment
• Assist the manager with daily operation of the call center to include the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs.
• Be able to balance and prioritize tasks based off business and client needs

Skills

• Ability to lead people in a fast-paced environment
• Working knowledge and experience with trouble shooting windows-based personal computers and related operating systems
• Working knowledge of common PC applications, such as Microsoft Office, Word, Excel, etc.
• Working knowledge of communication protocols, such as LANs, WANs, etc.
• Ability to diagnose computer problems through basic root cause analysis
• Ability to train others to effectively handle all the positions within your team
• Effective communication skills (verbal and written)

 

Best of luck!

Promo Codes for Fort Worth have been added, additional code for TCU students has been posted as well!

 

If a customers phone number isn’t working, for some reason; whether it be dead, or wrong number. the customer can always use their card.

 

If a customers card isn’t working; please be sure to look up what type of account they have, this will give you the best path of direction for the customer to update their CC; for example, if its a walk up customer, they will need to be contacted by the office. if its an online purchase she can go to the website.

 

If a bike is stolen, the customer will also need to call 311. We are to record their email for contact- Austin. if its from another city the customer will still need to call their local city or emergency line to report it stolen.

 

If a customer is locked out of their account, they can purchase a day pass and they will upgrade it. – Austin.

 

If a customer is trying to use BConnected, they would have had to have a current annual membership. if they do not have one, and and would still like to ride, they may use a different email to make an account, if they are having problems adding time to their account with the other city that may not be current.

Is me

956-793-8636.

Please clarify if the advice or steps you took resolved the issue.

The template has been edited to make it east for you to describe so.

 

Please remember, that if a kiosk is offline to the customer but online to us… that it should be back up for the customer any minute, they can try again once it comes back online for that particular location.

 

Always option for other close convenient locations, in-case it doesn’t come back up in a timely manner.

I, Steve Hernandez, am the On Call manager this weekend.

Give me a ring or text in case of an emergency or anything work-related.

737.228.0515.

Good afternoon to all!

I would like to inform everyone that James Jones has accepted a position with one of our new Clients, Trusted Care. James will complete his transition over the next couple of weeks. You will still see James in our office because the Trusted Care Team is currently working in our offices. I will assume the role of acting Director of Operations with all managers reporting directly to me.

Thank You!

Tom Sultenfuss

Optaros agents,

If the ticket is requiring pager duty, please be sure to select the correct client.

Before you submit changes to any ticket, or pagerduty, please take the time to double-check everything is correct.

Please be sure to check and confirm the spelling of the customers name / email address.

I know it might take a bit extra time, but this is necessary as our locations typically look the customer up by name in Admin.