Supervisor, Customer Service (Chat)

Spectrum Supervisor Of Customer Service Chat

Do you thrive in fast-paced environments and enjoy guiding teams toward service excellence? Join Spectrum as a Supervisor of Customer Service Chat, where your leadership will empower representatives to deliver seamless customer interactions. Your expertise will shape the customer's experience and drive our vision for outstanding service, making a tangible difference every day.

Responsibilities

Lead and coach a team of Chat Customer Service Representatives to achieve key performance measures

Monitor individual and team performance, providing actionable feedback to ensure quality standards are met

Assist representatives with escalated customer issues to resolve challenges efficiently

Oversee chat communications and performance metrics, offering guidance to enhance customer interactions

Develop staff through ongoing coaching and on-the-job training for optimal effectiveness

Establish and maintain relationships across departments to align on business initiatives

Manage personnel matters including performance reviews, counseling and disciplinary actions

Ensure accurate payroll processing through Kronos for your team

Motivate and inspire the team using problem-solving and development strategies

Qualifications

Required Qualifications

Education: High school diploma or equivalent

Experience: Customer relations, communications experience

Skills: Ability to read, write, speak and understand English

Ability to hire, evaluate, coach and counsel direct reports in their duties

Ability to act with honesty and integrity

Ability to communicate clearly verbally and in writing

Ability to prioritize and organize tasks effectively

Ability to supervise and motivate others

Ability to use a personal computer and software applications including word processing, spreadsheets and cable billing systems

Ability to manage projects

Knowledge of customer relations functions and tasks

Knowledge of Spectrum products and services

Knowledge of general accounting and billing procedures

Patient, flexible, dependable with an outstanding attendance record

Preferred Qualifications

Education: Associate degree or higher

Experience: Leadership experience in a call center environment

Skills: Advanced problem-solving and team development skills

Strong interdepartmental communication abilities