Retention Team Lead, Customer Solutions

Spectrum

Florida

On-site

USD 60,000 - 76,000

Full time

5 days ago

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Job summary

Spectrum is seeking a Supervisor, Customer Solutions to lead a team focused on retaining valued customers and promoting essential services such as Video, Data and Phone. You will guide agents to deliver outstanding service, monitor performance, and help achieve Spectrum’s goal of becoming America’s leading service provider.

You will coach agents, ensure compliance with promotions and service rules, and analyze metrics to improve retention and productivity.

Qualifications

Associate degree in marketing, sales or related field or equivalent experience.
3+ years of call center experience in customer service or phone sales.

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.