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
Supervisor, Residential Customer Solutions • Austin, Texas
Property Soar is a forward-thinking real estate solutions company dedicated to elevating property management, client satisfaction, and operational excellence.We focus on building strong professiona... Show more
Join Bell Partners and be a difference maker.At Bell Partners, our mission is to be the apartment company of choice by creating value and honoring commitments to our residents, partners, and associ... Show more
We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience.At CVS Health, you'll be surrounded by passionate colleagues who c... Show more
As a Part-Time Supervisor, you will support the management team to create the best experience for our customer and deliver desired results.You also share the responsibility to execute assigned stor... Show more
Supervisory Principal Consultant.The Supervision Consultant supports the day-to-day oversight of registered representatives in a wholesale broker-dealer environment.This role is a first line of def... Show more
Weaver is a full-service national accounting, advisory and consulting firm with opportunities for professionals in many different fields.We seek to bring a human element to the world of accounting,... Show more
Customer Success & Solutions Director (Enterprise).Remote (Anywhere USA) - No Visa Sponsorship at this time.We are partnering with a high-growth, data-driven technology company that provides ad... Show more
Flournoy Properties is the property management division of privately held Flournoy Companies, a well-respected developer and operator of multifamily communities in the United States.We are actively... Show more
Primary Location: Texas-Travis-Austin-Austin TX.Work Locations: Austin TX 7112 Ed Bluestein Blvd Austin 78723. Show more
Leasing Consultant - Capitol Crossing.Dominium is helping tackle the affordable housing crisis and we're looking for motivated candidates to join our team and advance our mission.With offices in A... Show more
Job DescriptionJob DescriptionOverviewLiquibase is the leader in Database DevOps.Downloaded more than 100 million times, our software enables DevOps teams around the globe to accelerate the softwar... Show more
Sales And Customer Solutions Representative.Join Spectrum and unlock your potential with competitive pay starting at $18/hour, plus lucrative incentives that can bring top performers to an annual s... Show more
A fast-growing marketing technology firm is looking for an Enterprise Sales Director.This role involves managing the entire sales process from lead contact to closing deals, with a strong focus on ... Show more
Cypressbrook Multifamily Management is seeking a high-energy and service-driven Leasing Consultant to join our team.This position plays a key role in maintaining high occupancy and excellent reside... Show more
GO Car Wash is one of the fastest-growing car wash operators in the United States, with locations across multiple states.And we keep adding more sites!.At GO Car Wash, we're committed to providing ... Show more
National Apartment Association's Top Employer of 2023 - 2024 - 2025.The Olympus Property Difference.Compassion plays a part in everything we do, in every interaction, at every level.We pride oursel... Show more
Are you looking for a new, challenging and rewarding management career with the ability to travel across the US? Do you like managing and interacting with people and customers? Then continue readin... Show more
A leading oncology healthcare provider is seeking a Revenue Cycle Supervisor to oversee revenue cycle operations.The role requires a strong background in medical billing and collections, as well as... Show more
