Supervisor, Customer Service, Spectrum Business

Spectrum; Louisville (KY); On-site; USD 52,000 - 65,000; Full time

Job summary

Spectrum Business is seeking a Customer Service Supervisor to lead a call center team, drive performance, and ensure high-quality customer interactions. You’ll coach representatives, monitor metrics, resolve escalations, and align with cross-functional partners, while upholding Spectrum's service standards.

Responsibilities include staffing, performance reviews, Kronos payroll updates, and ongoing development of staff through coaching and training.

Qualifications

• High School diploma with some college coursework in business or related field or equivalent experience.
• 5-7+ years of customer service or call center experience.
• Ability to hire, evaluate, coach and counsel direct reports in performance.
• Demonstrates honesty and integrity.
• Strong verbal and written communication skills.
• Effective prioritization and organization.
• Ability to supervise and motivate teams.
• Proficient use of personal computer and software applications including word processing, spreadsheets and billing systems.
• Project management capability.
• In-depth knowledge of customer relations functions and tasks.
• Familiarity with Spectrum Business products and services.
• Understanding of general accounting and billing procedures.
• Patience, flexibility, dependability and excellent attendance.
• Experience with customer relations, communication and sales skills.

Responsibilities

• Lead and coach a team of call center representatives to achieve key performance measures and exceptional customer service
• Monitor and assess individual and team performance, providing actionable feedback and ensuring quality standards are met
• Assist representatives with complex or escalated customer issues, ensuring prompt and effective resolution
• Maintain departmental standards by regularly reviewing calls and performance metrics, offering guidance and targeted coaching
• Establish and nurture relationships across departments to align on business initiatives and drive collaboration
• Develop team members through ongoing coaching and on-the-job training, fostering professional growth
• Manage personnel issues such as performance reviews, counseling and disciplinary actions in alignment with company policies
• Accurately oversee Kronos payroll system updates for your team and perform additional duties as assigned by management

Skills

Leadership

Coaching

Customer service

Communication

Organization

Supervision

Microsoft Office

Time management

Education

High School diploma with some college coursework in business or related field

Tools

Kronos payroll 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.

Do you thrive in fast-paced environments and enjoy empowering teams to deliver outstanding customer service? As a Customer Service Supervisor at Spectrum Business, you'll guide call center representatives to exceed performance standards while ensuring every customer interaction reflects Spectrum Business's commitment to quality. Your leadership will directly elevate the experience for both customers and staff, driving meaningful results for Spectrum Business.

How You'll Make an Impact

• Lead and coach a team of call center representatives to achieve key performance measures and exceptional customer service
• Monitor and assess individual and team performance, providing actionable feedback and ensuring quality standards are met
• Assist representatives with complex or escalated customer issues, ensuring prompt and effective resolution
• Maintain departmental standards by regularly reviewing calls and performance metrics, offering guidance and targeted coaching
• Establish and nurture relationships across departments to align on business initiatives and drive collaboration
• Develop team members through ongoing coaching and on-the-job training, fostering professional growth
• Manage personnel issues such as performance reviews, counseling and disciplinary actions in alignment with company policies
• Accurately oversee Kronos payroll system updates for your team and perform additional duties as assigned by management

Working Conditions

• Call center environment

What You'll Bring to Spectrum Business

Required Qualifications

Education

• High School diploma with some college coursework in business or related field or equivalent experience

Experience

• 5-7+ years of customer service or call center experience

Skills

• Ability to read, write, speak and understand English
• Ability to hire, evaluate, coach and counsel direct reports in performance
• Demonstrates honesty and integrity
• Strong verbal and written communication skills
• Effective prioritization and organization
• Ability to supervise and motivate teams
• Proficient use of personal computer and software applications including word processing, spreadsheets and billing systems
• Project management capability
• In-depth knowledge of customer relations functions and tasks
• Familiarity with Spectrum Business products and services
• Understanding of general accounting and billing procedures
• Patience, flexibility, dependability and excellent attendance
• Experience with customer relations, communication and sales skills

Preferred Qualifications

Experience

• 3+ years of supervisory or leadership experience, preferably overseeing a team of 10 or more people

#LI-MO3 CCS450 2026-82899 CCS450 2026

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.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. 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.