Supervisor, Customer Service

Spectrum; North Carolina; On-site; USD 56,000 - 89,000; Full time

Job summary

Spectrum is seeking a Customer Service Supervisor to lead a team of representatives, coaching and mentoring to deliver exceptional service to our business customers. You’ll foster a collaborative environment, handle difficult conversations, and drive continuous improvement across shifts in a busy call center.

The role requires 5–7 years of customer service experience, a high school diploma with some college coursework, and strong leadership, communication, and multitasking skills.

Qualifications

• High school diploma with some college coursework in business or related field, or equivalent experience.
• 5-7 years of customer service/call center experience.
• Proficient in personal and computer software applications (word processing, spreadsheet, cable billing system).
• Strong communication, supervision, organization, and time management skills.
• Leadership, equitable, multitasking, adaptability, dependability, and good vision.
• Knowledge of customer relations functions, products/services, and general accounting/billing procedures.

Responsibilities

• Lead a team of representatives using encouragement and accountability to create a cohesive work unit.
• Cultivate staff skills through on-the-job training and performance reviews to improve effectiveness.
• Mentor and coach individuals to meet performance standards and enhance customer experience.
• Motivate the team to take action and develop solutions to improve the customer experience.

Skills

Effective communication

Supervision

Organization

Time management

Leadership

Multitasking

Adaptable

Dependable

Good vision

Education

High school diploma with some college coursework in business

Tools

Word processing

Spreadsheet

Cable billing system

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Have you been told you're a \"people person?\" Do you enjoy solving problems with attention and care? Ready to work with customers to resolve service related issues? If this sounds like you, you will thrive as a Supervisor on Spectrum's Customer Service team.

Customer Service Supervisors are vital to our mission, providing customer support that our business customers rely on. You'll work in a collaborative environment, alongside an encouraging team, making a difference every day.

WHAT OUR CUSTOMER SERVICE SUPERVISORS ENJOY MOST

• Leading a team of representatives using encouragement and accountability to create a cohesive work unit


• Cultivating critical skills in staff through on-the-job training and performance reviews to produce more effective employees


• Mentoring and coaching individuals to ensure performance standards are met and customer experience is enhanced


• Using leadership skills to motivate the customer service team to take action and develop solutions to enhance the customer experience

We're a large organization with bustling call centers offering a variety of shifts. People who do well in this role are strong problem solvers who can manage difficult conversations from clients and exhibit a robust understanding of the value Spectrum services provide. If you'd enjoy this type of dynamic job, we want to hear from you!

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Education: High school diploma with some college course work in business or related field; equivalent experience


• Experience: 5-7 years of customer service/call center experience


• Technical Skills: Personal and computer software applications (word processing, spreadsheet, cable billing system, etc.)


• Skills: Effective communication, supervision, organization, time management


• Abilities: Leadership, equitable, multitasking, adaptable, dependable, good vision


• Knowledge of: Functions and tasks in customer relations, applicable products and services, general accounting and billing procedures

Preferred Qualifications

• Additional Experience: 3+ years of supervisory or leadership experience

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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.

The base pay for this position generally is between $55,600.00 and $88,600.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.

Get to Know Us

Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you'll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products. Watch this video to learn more.

Grow Your Career Here

We're committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.