About this role
Job Summary
Ready to lead a team and drive exceptional customer experiences at Spectrum? As a Service Activation Supervisor, you will coach and develop Service Activation Representatives, ensuring objectives are met and exceeded. Your leadership directly supports Spectrum’s commitment to delivering high-quality service and sets the standard for operational excellence.
Location
12238 Silicon Drive
San Antonio, Texas 78249
Responsibilities
How You’ll Make an Impact
- Guide and support the Service Activation Team to consistently provide outstanding customer service.
- Deliver comprehensive training for both new and existing Service Activation Agents.
- Minimize escalated customer complaints and work proactively to retain sales.
- Train and evaluate department personnel to meet Spectrum’s customer service standards.
- Upskill and guide Service Activation agents to activate Spectrum products and services.
- Generate management reports and communicate with other departments to resolve customer situations.
- Hire, coach, counsel and manage ongoing performance of assigned personnel.
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
EDUCATION
- College coursework in business or related field or equivalent experience.
EXPERIENCE
- 5+ years customer service or supervisory experience.
- 4+ years experience with telephone, video or high-speed data.
SKILLS
- Ability to read, write, speak and understand English.
- Ability to communicate clearly both orally and in writing.
- Ability to prioritize and organize tasks effectively.
- Ability to supervise and motivate others.
- Ability to use personal computer and software applications.
- Ability to work independently as well as in a group environment.
- Ability to maintain confidentiality.
- Ability to make decisions and solve problems under pressure.
- Ability to resolve customer complaints and issues effectively.
- Ability to work while seated for extended periods and handle high call volume.
Preferred Qualifications
EXPERIENCE
- 5+ years supervisory or leadership experience.
SKILLS
- Knowledge of residential product information, packaging, pricing and current offers.
- Knowledge of cable industry products and services.
- Strong knowledge of cable, high-speed internet and telephone services.
- Knowledge of general accounting and billing procedures.
- Knowledge of office procedures and Spectrum policies.
- Knowledge of service troubleshooting.