Supervisor, Residential Retention
Posted on: November 22, 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 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
- Strong computer and consumer electronics skills
- Ability to use personal computer and appropriate software
applications to include billing system and other role-related
- 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
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
SRT440 294414 294414BR
Keywords: SPECTRUM, Lakeland , Supervisor, Residential Retention, Other , Auburndale, Florida
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