Supervisor, Residential Retention

Spectrum; Overland Park (KS); On-site; USD 60,000 - 85,000; Full time

Job summary

Spectrum, a leader in communications, seeks a Supervisor, Customer Solutions to guide a retention-focused team delivering Video, Data and Phone services. You will coach agents, analyze performance, and ensure compliant handling of promotions and escalations.

Responsibilities include driving customer satisfaction, managing schedules, and providing actionable feedback to achieve retention and sales goals. This role requires strong leadership and exceptional communication in a fast-paced call

Qualifications

• 3+ years of call center experience in customer service or phone sales.
• Associate degree in marketing, sales or related field or equivalent experience.
• Strong English reading, writing and speaking skills.
• Ability to coach and supervise agents to achieve retention and sales goals.

Responsibilities

• Lead and coach retention agents to ensure customer satisfaction and professionalism.
• Monitor agent performance and provide actionable feedback for retention goals.
• Educate agents on promotions, credits, and service escalations to stay compliant.
• Analyze metrics and recommend strategies to improve retention and productivity.
• Manage adherence to call handling metrics including scheduling and after-call work.
• Instruct agents on competitor products for effective Spectrum comparisons.
• Resolve challenging calls and support agents in issue resolution.

Skills

Leadership

Coaching

Customer service

Verbal communication

Written communication

English language

Call center

Education

Associate degree in marketing or related field

Tools

Billing systems

Job description

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

Looking for a role where your leadership shapes customer loyalty and drives business success? As Supervisor, Customer Solutions at Spectrum, you’ll oversee a team dedicated to retaining valued customers and promoting essential services including Video, Data and Phone. Your guidance and expertise will empower agents to deliver outstanding service and help us reach our goal of becoming America’s leading service provider. Your impact will be felt every day as you help build lasting customer relationships.

How You’ll Make an Impact

• 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

Working Conditions

• Work in an office environment

What You’ll Bring to Spectrum

Required Qualifications

Education

• Minimum of associate degree in marketing, sales or related field or equivalent experience

Experience

• 3+ years of call center experience in customer service or phone sales

Skills

• 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
• Effective communication with employees, customers and suppliers in person, on the phone and in writing
• Ability to handle irate customers and resolve issues
• Ability to manage multiple projects and tasks
• High level of self-motivation
• Ability to prioritize and organize tasks
• Ability to supervise and motivate others
• Proven computer and consumer electronics skills

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.