Supervisor, Residential Customer Solutions

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. JOB SUMMARY Responsible for managing retention agents to retain existing customers from disconnecting while retaining and upselling core products (Video, Data, and Phone). Coach, monitor, develop, lead, model, motivate, analyze, organize, staff, and train so that customers, employees, and owners are successful toward our goal of being America’s leading service provider. MAJOR DUTIES AND 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 effective telephone-based customer save techniques. Provide regular data-centric feedback to Manager regarding actionable items to improve customer experience and retention rate. Ensure that agents are educated on and abide by the business rules surrounding the retaining of a customer, including extensions of promotions, credit usage, and escalation of service-related issues. Ensure thorough understanding of compensation/commission plans to coach specific behaviors that improve save yield and commission earnings potential. Manage agent compliance of call handling metrics including productive time, schedule adherence, handle time, after-call work, and other metrics as necessary. Analyze and provide statistically-based recommendations to improve agent save performance. Manage agent performance through frequent coaching based on call monitoring and save performance. Provide recommendations on save offers and business rules to support Charter’s strategy. Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and related tools and functions as they pertain to retention. Acquire and demonstrate knowledge of competitors’ pricing, packaging, and products to equip agents with side-by-side comparison skills. Ability to successfully manage difficult customer calls requiring issue resolution. Perform other duties as requested by supervisor. REQUIRED QUALIFICATIONS Required Skills/Abilities and Knowledge 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, including weekends, holidays, and split days off. Required Education Minimum of Associates degree in marketing, sales, or related field, or equivalent experience. Required Related Work Experience and Number of Years Call center experience in customer service and/or phone sales – 3-5 years. WORKING CONDITIONS Office environment. A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances. Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. #J-18808-Ljbffr Spectrum