Residential Retention Lead – Customer Solutions

Charter Communications; Overland Park (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

Charter Communications in Overland Park, KS is seeking a Supervisor, Customer Solutions to lead a team that retains valued customers and promotes Spectrum services. You’ll guide agents to deliver outstanding service and achieve retention goals.

Your leadership will influence customer experiences daily, requiring strong coaching, performance management, and a deep understanding of promotions, credits and service escalations to ensure compliance and growth.

Qualifications

• Minimum of associate degree in marketing, sales or related field or equivalent experience.
• 3+ years of call center experience in customer service or phone sales.
• Ability to read, write, speak and understand English.
• Working knowledge of cable communications products and services including TV, internet and telephone.
• Ability to work variable hours; may include weekends, holidays, and split days off.
• Ability to use personal computer and relevant software including billing systems.
• Strong verbal and written communication skills for presenting information.
• Ability to coach and direct agents to achieve retention and sales goals.
• Proven computer and consumer electronics skills.

Responsibilities

• Lead and coach retention agents to ensure customer satisfaction and professionalism during every interaction.
• Monitor agent performance, provide actionable feedback and support retention goals through regular phone reviews.
• Educate agents on business rules regarding promotions, credits and service escalations to maintain compliance.
• Analyze performance metrics and recommend strategies to improve retention rates and agent productivity.
• Manage agent adherence to call handling metrics including productive time, schedule alignment and after-call work.
• Instruct agents on competitor products to enable effective side-by-side comparisons with Spectrum offerings.
• Resolve challenging customer calls and support agents in issue resolution to enhance customer experience.

Skills

Reading and writing English

Customer service coaching

Performance monitoring

Communication skills

Multitasking

Team leadership

Schedule management

Education

Associate degree in marketing, sales or related field or equivalent experience

Tools

Billing systems

Job description

Charter Communications in Overland Park, KS is seeking a Supervisor, Customer Solutions to lead a team that retains valued customers and promotes Spectrum services. You’ll guide agents to deliver outstanding service and achieve retention goals.

Your leadership will influence customer experiences daily, requiring strong coaching, performance management, and a deep understanding of promotions, credits and service escalations to ensure compliance and growth.