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Spectrum · 5 hours ago

Supervisor, Customer Solutions

Lake Mary, FL

Full-time

Onsite

Mid Level

3+ years exp

Spectrum is a leading provider of communication and entertainment products. The Supervisor, Customer Solutions role is responsible for managing retention agents to enhance customer experience and retain existing customers while upselling core products such as Video, Data, and Phone.

Digital EntertainmentInternetTelecommunications

No H1B

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 exists and is sustained

Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques

As a result of regular phone monitoring and engagement with the agents, provide regular data-centric feedback to Manager with regard to actionable items to be taken to improve customer experience and improved retention rate

Ensure that agents are educated on and abide by the business rules surrounding the retaining of a customer. These business rules include but are not limited to extension of promotions, credit usage, and escalation of service-related issues

Ensure thorough understanding of the agent as well as the supervisor compensation/commission plans in order to coach to specific behaviors that will improve save yield and, therefore, improve commission earnings potential

Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, and other metrics as necessary

Analyze and provide statistically-based recommendations on ways to improve agent save performance

Manage agents performance by providing frequent coaching based upon 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 other tools and functions as they relate to the retention function

Acquire, demonstrate and instruct thorough knowledge of competitors’ pricing, packaging, and products in an effort to provide agents with skills needed to discuss side by side comparisons of Charter’s and competitors’ products and services

Ability to successfully manage difficult customer calls that require issue resolution

Perform other duties as requested by supervisor

Qualification

Cable communications knowledgeCustomer service experiencePhone sales experienceCoaching skillsData analysisProblem resolutionEnglish proficiencyTeam leadership

Required

Ability to read, write, speak and understand English

Demonstrated working knowledge of cable communications products and services to include 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

Call center experience in the areas of customer service and/or phone sales - 3-5 years

Benefits

Comprehensive pay and benefits package

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