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Spectrum · 3 days ago

Sup, Customer Service

El Paso, TX

Full-time

Onsite

Mid, Senior Level

5+ years exp

Spectrum is a leading provider of communication and entertainment products. The role of Supervisor, Customer Service involves coaching and developing a team of call center representatives to ensure high quality customer service and performance standards are met.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork

Actively and consistently support all efforts to simplify and enhance the customer and employee experience

Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills

Monitor individual and team performance to ensure performance and quality standards are met or exceeded

Assist team with escalated customer issues

Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching

Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives

Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training

Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed

Ensure Kronos payroll system is properly accounted for and accurately updated for team

Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development

Performs other duties as requested by management

Qualification

Customer service experienceSupervisory skillsCoaching skillsProject managementCommunication skillsTeam developmentBilling proceduresCustomer relationsComputer proficiencyDependabilityTime managementProblem solvingIntegrityFlexibility

Required

Ability to read, write, speak and understand English

Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties

Ability to act with honesty and integrity

Ability to communicate verbally and in writing in a clear and straightforward manner

Ability to prioritize and organize effectively

Ability to supervise and motivate others

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)

Ability to manage projects

Knowledge of all functions and related tasks in the area of customer relations

Knowledge of applicable products and services

Knowledge of general accounting and billing procedures

Good vision, including peripheral, and ability to adjust focus

Must be patient, flexible, dependable and have an outstanding attendance record

Experience with customer relations, communications and sales skills

High School diploma with some college course work in business or related field; or equivalent experience

Customer service/call center experience - 5-7

Preferred

Bachelor's Degree preferred

Supervisory or leadership experience (preferably of a team of 10 or more people) - 3+

Current/Previous experience in Cable/High speed Data services and/or experience in the Telecommunications industry preferred

Benefits

Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees