Supervisor, Residential Sales Support

May 1, 2022
San Antonio, TX
Job Type


JOB SUMMARY The Spectrum Residential Sales Support Supervisor is Responsible for coaching, development and supervision of a team of Residential Sales Activation Specialists. Accountable for meeting and exceeding established objectives. MAJOR DUTIES AND RESPONSIBILITIES Hire, evaluate, coach and counsel personnel in the performance of their duties and sales ability. Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Oversee the daily complex operations of the Residential Sales Activation Team, provide staff guidance and support to attain quality customer service. Provide both ongoing training as well as training for newly hired Residential Sales Activation Specialists. Partner with sales business partners to receive and give feedback on trends in the business to ensure support expectations are met. Partner with sales channels and coordinate front line user testing prior to process changes and launches. Management of all applicable ticketing systems to ensure effective support of all business functions. Track trending of business impacting events and solutions. Minimize the escalation of customer complaints and work to retain lost sales. Accountable to meet specific sales metrics. Train and evaluate departmental personnel in order to comply with set standards in providing customer service. Provide guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provide instruction on troubleshooting techniques including escalation procedures to be used with business partners. Generate reports for management as required. Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems. Perform other duties as requested by management. REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to prioritize, organize, and multitask effectively Ability to use personal computer & multiple software applications Ability to supervise and motivate others Ability to effectively present data in a comprehensive manner Ability to work independently and in a group environment Ability to effectively address/resolve customer complaints and issues In-depth knowledge of all four lines of business in order to effectively coach to the sale of each product (Cable, Internet, Voice, Mobile) Knowledge of office procedures and Company policies Knowledge of service troubleshooting Knowledge of product information, packaging, pricing and current offers Education Bachelor’s Degree in Business or related field or combination of education and equivalent experience Related Work Experience Customer service experience/ Sales Experience; 5 years Voice, Video, Internet experience; 4 years 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/telephony industry - products and services Related Work Experience Supervisory or leadership experience; 1 WORKING CONDITIONS Office environment Flexible work schedule may be required CSU401 305187 305187BR

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