Supervisor, Residential Customer Solutions (Sardis Rd)

Spectrum • Charlotte, NC

122d

About The Position

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. The position is responsible for managing retention agents in an effort to retain existing customers from disconnecting while retaining and upselling core products such as Video, Data, and Phone. The role involves coaching, monitoring, developing, leading, modeling, motivating, analyzing, organizing, staffing, and training to ensure success for customers, employees, and owners towards the goal of being America's leading service provider.

Requirements

• Ability to read, write, speak and understand English.
• Demonstrated working knowledge of cable communications products and services including video (TV), data (internet), and voice (telephone).
• Ability to work variable hours; may include weekends, holidays, and split days off.
• Minimum of Associates college degree in marketing, sales or related field or equivalent experience.
• 3-5 years of call center experience in customer service and/or phone sales.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions.
• Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone-based customer save techniques.
• Provide regular data-centric feedback to Manager regarding actionable items to improve customer experience and retention rate.
• Ensure agents are educated on and abide by business rules surrounding customer retention.
• Manage agent compliance of call handling metrics including productive time, schedule adherence, handle time, and after call work.
• Analyze and provide statistically-based recommendations on ways to improve agent save performance.
• Provide frequent coaching based on call monitoring and save performance.
• Master order processing within the billing system regarding retained accounts and new sales order entry.
• Demonstrate thorough knowledge of competitors' pricing, packaging, and products.
• Manage difficult customer calls that require issue resolution.
• Perform other duties as requested by supervisor.

Benefits

• Comprehensive pay and benefits package that rewards employees for their contributions.
• Support for all aspects of employee well-being at every stage of life.

What This Job Offers

• Job Type: Full-time
• Industry: Telecommunications
• Education Level: Associate degree