Residential Retention Leader - Elevate Customer Loyalty

Spectrum; Olathe (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

Spectrum is seeking a Supervisor, Customer Solutions to lead a team focused on retaining customers and promoting essential Spectrum services, including Video, Data and Phone. You will guide agents to deliver exceptional service and drive retention as part of Spectrum’s mission to be America’s leading service provider.

You will coach, monitor performance, ensure compliance with business rules, and use data to sharpen strategies that boost customer satisfaction and loyalty while managing call

Qualifications

• Requires associate degree or equivalent experience.
• 3+ years of call center experience in customer service or phone sales.
• English reading, writing and speaking required.

Responsibilities

• Lead and coach retention agents to ensure customer satisfaction and professionalism during every interaction.
• Monitor agent performance and provide feedback to support retention goals.
• Educate agents on promotions, credits and service escalations to maintain compliance.
• Analyze metrics and recommend strategies to improve retention and productivity.
• Instruct agents on competitor products to enable effective comparisons with Spectrum offerings.

Skills

Customer service

Communication

Coaching

Multitasking

Computer literacy

Education

Associate degree in marketing, sales or related field

Tools

Billing systems

PC applications

Job description

Spectrum is seeking a Supervisor, Customer Solutions to lead a team focused on retaining customers and promoting essential Spectrum services, including Video, Data and Phone. You will guide agents to deliver exceptional service and drive retention as part of Spectrum’s mission to be America’s leading service provider.

You will coach, monitor performance, ensure compliance with business rules, and use data to sharpen strategies that boost customer satisfaction and loyalty while managing call