Manager, Residential Customer Solutions
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
The Residential Customer Solutions Manager will oversee the day to day activities and performance management of in-house Customer Solutions teams supporting in-bound customer solutions efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and customer solutions revenue goals. Monitoring and ongoing evaluation of supervisor and agent performance, competitive offers, trends and product positioning, retention offer usage, agent systems, performance reporting, and market analysis in order to ensure a positive customer experience and acceptable sales and customer solutions performance.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Develop and implement customer solution tactics to increase customer loyalty to reduce churn while optimizing revenue and minimizing account discounting.
- Create, recommend and execute proactive/reactive gap closure plans when trending over churn budget.
- Continually review, track and analyze customer solutions programs and existing customer base profiles for opportunities and gaps.
- Partner with cross functional teams (i.e. Marketing, Care, Direct Sales) on business case development for customer solutions programs.
- Track offer performance and ensure offer mix has appropriate churn reduction and ARPU protection balance.
- Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services.
- Develop weekly customer solutions performance reports to include, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries.
- Effectively utilize all processes, data, reports, and programs to maximize department, campaign, and individual results.
- Ensure competence and continuity of Customer Solutions Representatives and Customer Solutions Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools.
- Develop accountability standards and manage employee productivity and performance.
- Encourage feedback to cultivate a best-in-class knowledgeable and customer-oriented team environment.
- Partner with other departments (i.e., Care, Network Operations Center, ) to ensure calls get routed correctly.
- Partner with the KMAs/Field Representatives on disconnect processes with specific focus on better retention of non-pay customers and field saves.
- Present to Sr Management and/or Leadership Team, as required.
- Perform other duties as requested
WORKING CONDITIONS
- Office environment
- Travel required, approximately 15%
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Knowledge of cable television products and services
- Knowledge of cold call sales skills
Required Education
- Bachelor's degree, customer service or related field, or equivalent experience
Required Related Work Experience and Number of Years
- Demonstrated success in consumer credit/collection business management - 5+
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
- Knowledge of cable television and associated billing systems is strongly preferred
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: 13533 Business Unit: Sales and Marketing
Zip Code: 28227
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.