Supervisor, Service Activation

Charter Communications; San Antonio (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Charter Communications is seeking a Service Activation Team Supervisor to lead a group of service activation representatives responsible for order processing, troubleshooting and delivering quality customer service across Spectrum products.

You will coach, train and evaluate staff, manage performance, produce reports for management, and coordinate with other departments to resolve issues while maintaining high satisfaction.

Qualifications

• Customer service experience and supervisory experience - 5
• Telephone, Video, High Speed Data experience - 4
• College coursework in business or related field
• Ability to supervise and motivate staff

Responsibilities

• Oversees the daily operations of the Service Activation Team, provide staff guidance and support to attain quality customer service.
• Provides ongoing training and training for newly hired Service Activation Agents.
• Minimize the escalation of customer complaints and work to retain lost sales.
• Trains and evaluate departmental personnel to comply with set standards in providing customer service.
• Provides guidance to staff with order processing questions/issues; answer questions regarding services and products; provides instruction on troubleshooting techniques including escalation procedures to be used with business partners.
• Generates reports for management as required.
• Hires, evaluates, coaches and counsels' personnel in the performance of their duties.
• Responsible for the development and ongoing performance management of assigned personnel
• Interfaces with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.
• Performs other duties as requested by the supervisor.

Skills

Customer service

Supervisory experience

Communication skills

Training and development

Problem solving

PC software

English literacy

Education

College coursework in business

Tools

CRM software

Job description

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

Responsible for coaching, development and supervision of a team of Service Activation Representatives. Accountable for meeting and exceeding established objectives.

Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.

• Oversees the daily operations of the Service Activation Team, provide staff guidance and support to attain quality customer service.
• Provides both ongoing training and training for newly hired Service Activation Agents.
• Minimize the escalation of customer complaints and work to retain lost sales.
• Trains and evaluate departmental personnel to comply with set standards in providing customer service.
• Provides guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provides instruction on troubleshooting techniques including escalation procedures to be used with business partners.
• Generates reports for management as required.
• Hires, evaluates, coaches and counsels' personnel in the performance of their duties.
• Responsible for the development and ongoing performance management of assigned personnel
• Interfaces with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.
• Performs other duties as requested by the supervisor.

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.

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to prioritize and organize effectively
• Ability to supervise and motivate others
• Ability to use personal computer & software applications
• Ability to work independently in group environment
• Ability to effectively address/resolve customer complaints and issues
• Ability to work while seated for prolonged periods of time, high call volume
• Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone)
• Knowledge of general accounting & billing procedures
• Knowledge of office procedures and Company policies
• Knowledge of service troubleshooting
• Knowledge of residential product information, packaging, pricing and current offers

Required Education

• College course work in business or related field or equivalent experience

Required Related Work Experience and Number of Years

• Customer service experience/Supervisory Experience - 5
• Telephone, Video, High Speed Data experience - 4

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

• Ability to maintain confidentiality
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Knowledge of the cable industry - products and services

Preferred Related Work Experience and Number of Years

• Supervisory or leadership experience - 5

WORKING CONDITIONS

• Office environment
• Flexible work schedule may be required

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.