Supervisor, Residential Retention

Spectrum; Town of Florida (NY); On-site; USD 48,000 - 70,000; Full time

Job summary

Charter Communications, operating under Spectrum, seeks a retention supervisor to lead a team of retention agents, coach on save techniques, and drive upsell of Video, Data, and Phone services. You will monitor performance and coach staff to improve customer experience and retention.

Responsibilities include ensuring adherence to business rules, analyzing data to boost save rates, and supporting management in achieving Spectrum’s customer retention objectives across markets.

Qualifications

• Associates degree in marketing, sales or related field or equivalent experience.
• 3-5 years call center, customer service or phone sales experience.
• Must read, write, speak and understand English and be able to work variable hours.

Responsibilities

• Support and supervise retention agents to achieve customer save goals.
• Coach agents to use effective save techniques and improve customer satisfaction.
• Monitor performance and provide data-driven feedback to improve retention rates.
• Ensure compliance with business rules around promotions, credits, and escalations.
• Master order processing in billing systems for retained accounts and upsell requests.

Skills

English proficiency

Cable services knowledge

Call center experience

Education

Associate degree

Job description

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

JOB SUMMARY

Responsible for managing retention agent in an effort to retain existing customers from disconnecting while retaining and upselling core products i.e. Video, Data, and Phone. Coach, monitor, develop, lead, model, motivate, analyze, organize, staff, and train, so that customers, employees, and owners are successful towards our goal of being America’s leading service provider.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions exists and is sustained.
• Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques.
• As a result of regular phone monitoring and engagement with the agents, provide regular data-centric feedback to Manager with regard to actionable items to be taken to improve customer experience and improved retention rate.
• Ensure that agents are educated on and abide by the business rules surrounding the retaining of a customer. These business rules include but are not limited to extension of promotions, credit usage, and escalation of service-related issues.
• Ensure thorough understanding of the agent as well as the supervisor compensation/commission plans in order to coach to specific behaviors that will improve save yield and, therefore, improve commission earnings potential.
• Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, an d other metrics as necessary.
• Analyze and provide statistically-based recommendations on ways to improve agent save performance.
• Manage agents performance by providing frequent coaching based upon call monitoring and save performance.
• Provide recommendations on save offers and business rules to support Charter's strategy.
• Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
• Acquire, demonstrate and instruct thorough knowledge of competitors' pricing, packaging, and products in an effort to provide agents with skills needed to discuss side by side comparisons of Charter's and competitors' products and services.
• Ability to successfully manage difficult customer calls that require issue resolution.
• Perform other duties as requested by supervisor

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet), and voice (telephone)
• Ability to work variable hours; may include weekends, holidays, and split days off

Required Education

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

Required Related Work Experience and Number of Years

• Call center experience in the areas of customer service and/or phone sales - 3-5

WORKING CONDITIONS

• Office environment

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.