Supervisor, Residential Retention (Bilingual-Spanish)
Posted on: February 26, 2021
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
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
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
Ability to successfully manage difficult customer calls that
require issue resolution.
Perform other duties as requested by supervisor
Skills/Abilities and Knowledge
Ability 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 mannerAbility to
provide coaching and direction for appropriate retention and sales
techniques to ensure agents achieve and sustain achievement of
stated retention goalsStrong working knowledge of cable
communications products and services to include video (TV), data
(internet), and voice (telephone)Strong computer and consumer
electronics skillsAbility to use personal computer and appropriate
software applications to include billing system and other
role-related toolsExcellent verbal and written communication skills
to include presenting materials in front of an audienceAbility to
effectively handle irate customers while attempting to resolve
stated issues.Ability to handle multiple projects and tasksAbility
to maintain high level of self-motivationAbility to prioritize and
organize effectivelyAbility to supervise and motivate others
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
Variable hours; may include weekends, holidays, and split days
For more information on Spectrum's benefits, please click .
Keywords: SPECTRUM, Harlingen , Supervisor, Residential Retention (Bilingual-Spanish), Other , Harlingen, Texas
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