Supervisor, Residential Customer Solutions,… at Charter… · San…

Job Summary

Ready to lead a team focused on keeping customers connected to essential services? As a Supervisor of Customer Solutions Mobile Representatives at Spectrum, you’ll develop and guide agents to deliver outstanding service for Video, Data and Phone products. Your leadership will drive customer retention and success for both the team and Spectrum.

Responsibilities

How You’ll Make an Impact

• Motivate agents to consistently provide excellent customer service
• Coach agents to achieve weekly and monthly retention targets using proven techniques
• Monitor calls and deliver feedback to improve customer satisfaction and retention rates
• Ensure agents follow Spectrum business rules for promotions, credits and service escalations
• Educate agents on compensation plans to promote behaviors that increase retention and earnings
• Manage agent compliance with key call handling metrics
• Analyze performance data and suggest improvements to enhance saved performance
• Recommend retention offers and business rules to support Spectrum’s strategy
• Master Spectrum’s billing system for order processing and account management
• Instruct agents on competitor products to facilitate effective comparisons
• Resolve challenging customer calls requiring issue resolution
• Complete additional tasks as assigned

Working Conditions

• Work in an office environment with variable hours including weekends, holidays and split days off

Qualifications

What You’ll Bring to Spectrum

Required Qualifications

Education

• Associate’s degree in marketing, sales or related field or equivalent experience

Experience

• 3-5 years of call center experience in customer service or phone sales

Skills

• Ability to read, write, speak and understand English and Spanish
• Working knowledge of cable communications products and services including video, data and voice
• Ability to supervise and motivate others
• Effective coaching and direction skills
• Strong verbal and written communication skills
• Ability to communicate clearly with employees, customers and suppliers
• Proven computer and consumer electronics skills
• Ability to use personal computer and relevant software applications
• Ability to manage irate customers and resolve issues
• Strong multi-tasking, prioritization and organizational skills
• High self-motivation