Home
/
Management
/
Supervisor, Residential Retention
Supervisor, Residential Retention-March 2024
Overland Park
Mar 17, 2025
ABOUT SPECTRUM
Spectrum provides a full range of advanced broadband services, including video entertainment programming, internet access, and home phone service.
10,000+ employees
Media, Telecom
VIEW COMPANY PROFILE >>
About Supervisor, Residential Retention

  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, 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.

  #LI-TH

  REQUIRED QUALIFICATIONS

  Required Skills/Abilities and Knowledge

  Ability to read, write, speak and understand EnglishDemonstrated 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

  SRT440 2023-26726 2023

  Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.

  Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

  Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.

Comments
Welcome to zdrecruit comments! Please keep conversations courteous and on-topic. To fosterproductive and respectful conversations, you may see comments from our Community Managers.
Sign up to post
Sort by
Show More Comments
SIMILAR JOBS
Director, Global Education & Artistry - TOM FORD BEAUTY (Fragrance)
Drives conceptualization, development and execution of new and existing Global Education content, programs and materials targeted to the business needs of Tom Ford Beauty with a focus on the Fragranc
Summer 2024 Management Trainee Intern - Abilene
When you join our Management Internship Program, you'll soon discover that every day is different because it is filled with new, exciting, rewarding and often unexpected opportunities. For a season,
Management Trainee
We are now hiring for immediate openings in our Management Training program. As a MT, you'll start learning our business from day one while based out of one of our neighborhood branches. You will be
Director - Security & Compliance Customer Trust
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Enterprise Technology & Infrastruc
Manager, SAP GRC
Career Level Requirement Experienced Historically, the travel requirement for this position has ranged from 80-100%. The safety and well-being of our people continues to be the top priority, and our
MuleSoft Engagement Delivery Manager - PubSec
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Sal
Service Management & Operations- Senior Manager
A career in our Service Management practice, within Cloud Computing and Networking services, will provide you with the opportunity to focus on the joint business relationship between PwC and Google,
Senior Injury Prevention Manager
Our Opportunity At Chewy, we want all Chewtopians to feel safe, secure as they work, learn, and grow as members of our Chewy team. Chewy is seeking a Sr. Program Manager, Injury Prevention to support
Catering Manager
About Aramark Our Mission Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. At Aramark, we believe that every em
Corrections Oversight Worker - Lee County Jail
Job Description The Corrections Oversight Worker supervises inmates to ensure that meal and food items are prepared in accordance with production plans. In this role, you will train workers in method
Copyright 2023-2025 - www.zdrecruit.com All Rights Reserved