HarlingenRecruiter Since 2001
the smart solution for Harlingen jobs

Supervisor, Residential Retention (Bilingual-Spanish)

Company: SPECTRUM
Location: Harlingen
Posted on: January 14, 2021

Job Description:

JOB SUMMARY The Spectrum Supervisor for Residential Retention is 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 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, and 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 Skills/Abilities and KnowledgeAbility to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner Ability to provide coaching and direction for appropriate retention and sales techniques to ensure agents achieve and sustain achievement of stated retention goals Strong working knowledge of cable communications products and services to include video (TV), data (internet), and voice (telephone) Strong computer and consumer electronics skills Ability to use personal computer and appropriate software applications to include billing system and other role-related tools Excellent verbal and written communication skills to include presenting materials in front of an audience Ability to effectively handle irate customers while attempting to resolve stated issues. Ability to handle multiple projects and tasks Ability to maintain high level of self-motivation Ability to prioritize and organize effectively Ability to supervise and motivate others Education Minimum of Associates college degree in marketing, sales or related field or equivalent experience Related Work Experience 3-5 years of call center experience in the areas of customer service and/or phone sales Bilingual-Spanish Preferred WORKING CONDITIONS Office environment Variable hours; may include weekends, holidays, and split days off For more information on Spectrum---s benefits, please click here.

Keywords: SPECTRUM, Harlingen , Supervisor, Residential Retention (Bilingual-Spanish), Other , Harlingen, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


High Demand For Quality Carpenters - Get New Clients In Your Area
Description: Over 25 million homeowners have trusted HomeAdvisor 1800Contractor to help them find quality professionals with the expertise to turn their home improvement
Company: HomeAdvisor
Location: Brownsville
Posted on: 01/26/2021

Appointment Scheduling
Description: We're currently seeking work from home customer service, appointment setting, telemarketing and data entry representatives. You're primary responsibility is to give specialized guidance
Company: Atona
Location: Mcallen
Posted on: 01/26/2021

1)Enter Email 2)Take Survey 3)Brands Want To Pay You $300 For Your Time
Description: Big Brands Paying
Company: Part-Time-Cash
Location: Mcallen
Posted on: 01/26/2021


Bilingual Healthcare Admin Assistant / Program Coordinator
Description: Healthcare Program CoordinatorMcAllen, TXOur national managed care company's Health Plan is hiring a Healthcare Admin/Data Entry Professional.This Bilingual Healthcare Admin will be working from home (more...)
Company: Healthcare Support
Location: Mcallen
Posted on: 01/26/2021

Now Hiring: (PT) Few Minutes Gets You $300 For Questionnaire
Description: 1 Enter Email 2
Company: Part-Time-Cash
Location: Brownsville
Posted on: 01/26/2021

Get New Installing/Repairing Window Work Today - Preview Leads In Your Area
Description: Over 25 million homeowners have trusted HomeAdvisor 1800Contractor to help them find quality professionals with the expertise to turn their home improvement
Company: HomeAdvisor
Location: Mcallen
Posted on: 01/26/2021

Hair Stylist
Description: Job Description At Great Clips, we know that stylists like you are most happy when they''re cutting
Company: Great Clips
Location: Mcallen
Posted on: 01/26/2021

Geometry Private Tutoring Jobs McAllen
Description: Company We are looking for students, professionals, retirees or anyone with a passion to share, to join the largest community of teachers worldwide If you have free time and want to share your knowledge, (more...)
Company: Superprof
Location: Mcallen
Posted on: 01/26/2021

High Demand For Quality Handymen - Get New Clients In Your Area
Description: Over 25 million homeowners have trusted HomeAdvisor 1800Contractor to help them find quality professionals with the expertise to turn their home improvement
Company: HomeAdvisor
Location: Mcallen
Posted on: 01/26/2021

91F Small Arms/Artillery Repairer
Description: Soldiers rely on their weapons to reign supreme on the battlefield. Working with everything from handguns and shotguns, to sniper rifles and ballistic missiles, the Small Arms/Artillery Repairer's main (more...)
Company: Army National Guard
Location: Weslaco
Posted on: 01/26/2021

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Harlingen RSS job feeds