About this role
Job Summary
Ready to lead a dynamic team dedicated to enhancing customer satisfaction and driving revenue growth? As the Manager of Residential Customer Solutions, you will oversee daily operations, implement strategic initiatives, and evaluate performance to ensure Spectrum delivers exceptional service and achieves customer solutions goals. Your leadership directly impacts customer retention and the company’s success.
Responsibilities
How You’ll Make an Impact
- Drive and monitor the performance of Customer Solutions teams to consistently elevate the customer experience
- Develop and implement strategies to increase customer loyalty, optimize revenue, and minimize account discounting
- Analyze customer solutions programs, market trends, and product positioning to identify opportunities and gaps
- Collaborate with cross-functional teams to develop and execute business cases for customer solutions initiatives
- Design and execute incentive and recognition programs focused on retention of Spectrum products and services
- Prepare and deliver comprehensive performance reports including churn analysis and employee save summaries
- Recruit, train, motivate, and manage customer solutions representatives and supervisors to ensure productivity and accountability
Working Conditions
- Office environment
- Travel approximately 15 percent
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in customer service or related field or equivalent experience
Experience
- 5+ years of demonstrated success in consumer credit or collection business management
Skills
- Ability to read, write, speak and understand English
- Knowledge of cable television products and services
- Knowledge of cold call sales skills
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to listen to and interpret the needs of customers and sales personnel
- Ability to deal with the public in a professional manner
- Ability to make decisions and solve problems under pressure
- Ability to prioritize, organize effectively and handle multiple projects and tasks
- Ability to supervise and motivate others
- Ability to maintain high level of self-motivation
- Ability to work in diverse and challenging atmosphere
- Working knowledge of personal computer and software applications such as word processing and spreadsheets
Preferred Qualifications
Skills
- Knowledge of cable television and associated billing systems strongly preferred