Manager, Customer Solutions

Charter Communications; Auburndale (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company in customer solutions is looking for a Residential Customer Solutions Manager to drive team performance and improve customer experience. This role involves developing initiatives to reduce churn, analyzing performance, and collaborating with various teams to ensure success. Ideal candidates will have a Bachelor's degree and over 5 years of relevant management experience.

Qualifications

• 5+ years in consumer credit/collection business management.
• Demonstrated success in management.
• Ability to communicate and solve problems under pressure.

Responsibilities

• Oversee daily activities and performance of Customer Solutions teams.
• Develop and implement customer solution tactics to reduce churn.
• Monitor performance and create reports for customer solutions.

Skills

English proficiency

Cable television knowledge

Cold call sales skills

Education

Bachelor's degree in customer service or related field

Job description

JOB SUMMARY

The Residential Customer Solutions Manager will oversee the day to day activities and performance management of in-house Customer Solutions teams supporting in-bound customer solutions efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and customer solutions revenue goals. Monitoring and ongoing evaluation of supervisor and agent performance, competitive offers, trends and product positioning, retention offer usage, agent systems, performance reporting, and market analysis in order to ensure a positive customer experience and acceptable sales and customer solutions performance.

MAJOR DUTIES AND RESPONSIBILITIES

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

Develop and implement customer solution tactics to increase customer loyalty to reduce churn while optimizing revenue and minimizing account discounting.

Create, recommend and execute proactive/reactive gap closure plans when trending over churn budget.

Continually review, track and analyze customer solutions programs and existing customer base profiles for opportunities and gaps.

Partner with cross functional teams (i.e. Marketing, Care, Direct Sales) on business case development for customer solutions programs.

Track offer performance and ensure offer mix has appropriate churn reduction and ARPU protection balance.

Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services.

Develop weekly customer solutions performance reports to include, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries.

Effectively utilize all processes, data, reports, and programs to maximize department, campaign, and individual results.

Ensure competence and continuity of Customer Solutions Representatives and Customer Solutions Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools.

Develop accountability standards and manage employee productivity and performance.

Encourage feedback to cultivate a best-in-class knowledgeable and customer-oriented team environment. Partner with other departments (i.e., Care, Network Operations Center, ) to ensure calls get routed correctly.

Partner with the KMAs/Field Representatives on disconnect processes with specific focus on better retention of non-pay customers and field saves.

Present to Sr Management and/or Leadership Team, as required.

Perform other duties as requested.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Knowledge of cable television products and services

Knowledge of cold call sales skills

Required Education

Bachelor's degree, customer service or related field, or equivalent experience

Required Related Work Experience and Number of Years

Demonstrated success in consumer credit/collection business management - 5+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Knowledge of cable television and associated billing systems is strongly preferred

Preferred Education

Preferred Related Work Experience and Number of Years

WORKING CONDITIONS

Office environment Travel required, approximately 15%

PHYSICAL AND MENTAL REQUIREMENTS

Mental Requirements

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

Ability to listen to and interpret the needs of customer and sales personnel

Ability to deal with the public in a professional manner

Ability to make decisions and solve problems while working under pressure

Ability to prioritize, organize effectively, and handle multiple projects and tasks.

Ability to supervise and motivate others Ability to maintain high level of self-motivation

Ability to work in diverse and challenging atmosphere Working knowledge of personal computer and software applications (i.e. word processing, spreadsheet, etc.)

SRT500 2025-55156 2025

Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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