Full TimeMaitland, FloridaPosted 04/01/2026Areas of interest: Communications, Customer OperationsRequisition Number: 2026-72054-1COP430
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Supervise the activities of Social Media Customer Care Associates, Specialists, and Sr. Specialists in supporting customer service, technical support and the accomplishment of customer care goals. Responsible for employee hiring, development, performance management, and disciplinary action.
Required Skills/Abilities and Knowledge
Partner with Human Resources to ensure compliance with company policy and procedures, the performance management process, as well as consulting with employee relations issues and the progressive disciplinary action process.
Participate in management meetings. Participate in training, counseling, evaluating and development of employees to improve performance and productivity and enhance productivity through employee satisfaction.
Analyze problem areas and train and coach agents for improvement.
Facilitate team meetings.
Review and approve agent time and attendance.
Take and resolve escalated customer issues regarding problems and complaints.
Follow up on unresolved escalations. May perform functions of an agent at times.
Recruit, interview and recommend hiring candidates for SMCC agents maintaining compliancy with EEO and Affirmative Action requirements.
Monitor daily customer activity to ensure compliance with performance standards and act as informational source for agents.
Act as Subject Matter Experts on behalf of Social Media/Interactive care as needed
May perform other related duties and responsibilities as assigned and/or required.
Required Education
BA or BS preferred
Required Related Work Experience and Number of Years
TV, Internet, Voice experience - 3+
Preferred Related Work Experience and Number of Years
Supervisory or leadership experience - 3+
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Background in customer service and support.
Strong knowledge of video, data, and phone lines of business for both residential and enterprise customers.
Excellent written and verbal communication and interpersonal skills.
Knowledge of applications including Office.
Strong coaching and leadership skills.
Working knowledge of major social media networks such as Twitter, Facebook, and Instagram.
COP430 2026-72054 2026
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.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
