Teams at Pencor Services

Supervises installers and repair technicians, coordinates training and work activities, controls inventory, and maintains HFC broadband and branch networks. Monitors, tests, and troubleshoots coaxial, fiber, modem, phone, and video systems; manages system maintenance, safety, compliance, and employee performance. Works with headend staff to resolve issues, communicates risks to management, maintains customer and employee relationships, and remains available outside normal hours when needed.

Performs quality control on customer orders and quality assurance monitoring of phone, chat, and email interactions. Evaluates agent performance against service and brand standards, provides coaching and feedback, researches escalated customer issues, tracks error and escalation trends, prepares monthly reports, supports new-hire onboarding, and identifies opportunities to improve customer experience and operational quality.

Monitors customer and agent interactions across phone, chat, email, social media, and corporate escalations to ensure brand and quality standards. Provides agent and leadership feedback, coaching, onboarding support, trend reporting, and recommendations for customer experience improvements. Researches and resolves escalated customer issues, prepares monthly reports, supports training initiatives, and assists the customer care team during emergencies.