Supervisor, Service Activation (Outreach)

Charter Communications, Inc.; San Antonio (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Spectrum is seeking a Service Activation Supervisor in San Antonio to lead and mentor the Service Activation Team. You will coach representatives, deliver comprehensive training, and drive initiatives to reduce escalations while retaining sales.

Your role includes evaluating performance and generating reports to keep multiple departments aligned on customer outcomes. Ideal candidates bring 5+ years in customer service supervision, strong English communication, and the ability to work under

Qualifications

• Must have 5+ years in customer service or supervision.
• Experience with telephone, video or high-speed data.
• Must read, write, and speak English.
• Ability to train and develop teams.
• Strong problem-solving and decision-making under pressure.
• Ability to manage high call volumes.

Responsibilities

• Guide and support Service Activation Team to deliver outstanding service.
• Deliver training for new and existing agents.
• Minimize escalations and support customer retention efforts.
• Train and evaluate staff to meet Spectrum standards.
• Upskill agents to activate Spectrum products and services.
• Generate management reports and coordinate with other departments to resolve customer situations.
• Hire, coach, and manage ongoing performance of assigned personnel.

Skills

Team leadership

Coaching

Training delivery

Performance management

Data reporting

Conflict resolution

Communication

English proficiency

Education

College coursework in business or related field

Tools

CRM software

Office 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.

Ready to lead a team and drive exceptional customer experiences at Spectrum? As a Service Activation Supervisor, you will coach and develop Service Activation Representatives, ensuring objectives are met and exceeded. Your leadership directly supports Spectrum's commitment to delivering high-quality service and sets the standard for operational excellence.

Location

12238 Silicon Drive

San Antonio, Texas 78249

How You'll Make an Impact

• Guide and support the Service Activation Team to consistently provide outstanding customer service.
• Deliver comprehensive training for both new and existing Service Activation Agents.
• Minimize escalated customer complaints and work proactively to retain sales.
• Train and evaluate department personnel to meet Spectrum's customer service standards.
• Upskill and guide Service Activation agents to activate Spectrum products and services.
• Generate management reports and communicate with other departments to resolve customer situations.
• Hire, coach, counsel and manage ongoing performance of assigned personnel.

What You'll Bring to Spectrum

Required Qualifications

EDUCATION

• College coursework in business or related field or equivalent experience.

EXPERIENCE

• 5+ years customer service or supervisory experience.
• 4+ years experience with telephone, video or high-speed data.

SKILLS

• Ability to read, write, speak and understand English.
• Ability to communicate clearly both orally and in writing.
• Ability to prioritize and organize tasks effectively.
• Ability to supervise and motivate others.
• Ability to use personal computer and software applications.
• Ability to work independently as well as in a group environment.
• Ability to maintain confidentiality.
• Ability to make decisions and solve problems under pressure.
• Ability to resolve customer complaints and issues effectively.
• Ability to work while seated for extended periods and handle high call volume.

Preferred Qualifications

EXPERIENCE

• 5+ years supervisory or leadership experience.

SKILLS

• Knowledge of residential product information, packaging, pricing and current offers.
• Knowledge of cable industry products and services.
• Strong knowledge of cable, high-speed internet and telephone services.
• Knowledge of general accounting and billing procedures.
• Knowledge of office procedures and Spectrum policies.
• Knowledge of service troubleshooting.

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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

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.