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                  Supervisor, Residential Sales Support

                  SPECTRUM
                  Cibolo, TX 78108
                  Full-time, Part-time
                  Similar jobs pay $8.94 - $13.63
                  Refer friends, get paid!

                  Job Description

                  JOB SUMMARY
                  Responsible for coaching, development and supervision of a team of Sales Support Representatives. Accountable for meeting and exceeding established objectives.

                  LOCATION
                  12238 Silicon Dr
                  ​San Antonio, TX 78249
                  ​(IH-10 & De Zavala)


                  MAJOR DUTIES AND RESPONSIBILITIES
                  Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.

                  Oversees the daily operations of the Sales Support Team, provide staff guidance and support to attain quality customer service.

                  Provides both ongoing training as well as training for newly hired Sales Support Coordinators.

                  Minimize the escalation of customer complaints and work to retain lost residential sales.

                  Trains and evaluates departmental personnel in order to comply with set standards in providing customer service.

                  Provides guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provides instruction on troubleshooting techniques including escalation procedures to be used with business partners.

                  Generates reports for management as required.

                  Hires, evaluates, coaches and counsels personnel in the performance of their duties.

                  Interfaces with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.

                  Performs other duties as requested by supervisor.

                  REQUIRED QUALIFICATIONS
                  Skills /Abilities and Knowledge
                  • Ability to read, write, speak and understand English
                  • Ability to communicate orally and in writing in a clear and straightforward manner
                  • Ability to prioritize and organize effectively
                  • Ability to supervise and motivate others
                  • Ability to use personal computer & software applications
                  • Ability to work independently in group environment
                  • Ability to effectively address/resolve customer complaints and issues
                  • Ability to work while seated for prolonged periods of time, taking back-to-back calls
                  • Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone)
                  • Knowledge of general accounting & billing procedures
                  • Knowledge of office procedures and Company policies
                  • Knowledge of service troubleshooting
                  • Knowledge of residential product information, packaging, pricing and current offers
                  Education
                  College course work in business or related field or equivalent experience

                  Related Work Experience Number of Years
                  Customer service experience/Supervisory Experience 5
                  Telephone, Video, High Speed Data experience 4

                  PREFERRED QUALIFICATIONS
                  Skills /Abilities and Knowledge
                  • Ability to maintain confidentiality
                  • Ability to make decisions and solve problems while working under pressure
                  • Ability to prioritize and organize effectively
                  • Knowledge of the cable industry - products and services
                  • Prior supervisory or management experience
                  WORKING CONDITIONS
                  • Office environment
                  • Flexible work schedule may be required

                  EOE
                  Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
                  Posting ID: 580737712Posted: 2020-10-19