Spectrum
Sr Recruiter @ Spectrum | Sourcing top talent, training excellence.
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Job Summary
Responsible for managing retention agents in an effort to retain existing customers from disconnecting while retaining and upselling core products i.e. Video, Data, and Phone. Coach, monitor, develop, lead, model, motivate, analyze, organize, staff, and train, so that customers, employees, and owners are successful towards our goal of being America’s leading service provider. Major Duties And Responsibilities
Actively and consistently support all efforts to simplify and enhance the customer experience. Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions. Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques. Provide regular data-centric feedback to Manager with regard to actionable items to improve customer experience and retention rate. Ensure that agents are educated on and abide by the business rules surrounding the retaining of a customer (e.g., extension of promotions, credit usage, escalation of service-related issues). Educate and coach to understand compensation/commission plans to improve save yield and commission earnings potential. Manage agent compliance of call handling metrics (productive time, schedule adherence, handle time, after-call work, etc.). Analyze and provide statistically-based recommendations to improve agent save performance. Provide frequent coaching based on call monitoring and save performance to manage agents’ performance. Provide recommendations on save offers and business rules to support Charter’s strategy. Master order processing within the billing system for retained accounts, new sales order entry, account lookup, and related tools and functions as they pertain to retention. Acquire and demonstrate knowledge of competitors’ pricing, packaging, and products to enable side-by-side comparisons for agents. Manage difficult customer calls requiring issue resolution. Perform other duties as requested by supervisor. Required Qualifications
Ability to read, write, speak and understand English Working knowledge of cable communications products and services (video, data, and voice) Ability to work variable hours; may include weekends, holidays, and split days off Required Education
Minimum of Associates degree in marketing, sales or related field or equivalent experience Required Related Work Experience
Call center experience in customer service and/or phone sales - 3-5 years Working Conditions
Office environment Here, our employees don’t just have jobs, they\'re building careers. Spectrum offers a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of well-being 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. About Spectrum
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. 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. Grow Your Career Here: Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
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This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Job Summary
Responsible for managing retention agents in an effort to retain existing customers from disconnecting while retaining and upselling core products i.e. Video, Data, and Phone. Coach, monitor, develop, lead, model, motivate, analyze, organize, staff, and train, so that customers, employees, and owners are successful towards our goal of being America’s leading service provider. Major Duties And Responsibilities
Actively and consistently support all efforts to simplify and enhance the customer experience. Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions. Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques. Provide regular data-centric feedback to Manager with regard to actionable items to improve customer experience and retention rate. Ensure that agents are educated on and abide by the business rules surrounding the retaining of a customer (e.g., extension of promotions, credit usage, escalation of service-related issues). Educate and coach to understand compensation/commission plans to improve save yield and commission earnings potential. Manage agent compliance of call handling metrics (productive time, schedule adherence, handle time, after-call work, etc.). Analyze and provide statistically-based recommendations to improve agent save performance. Provide frequent coaching based on call monitoring and save performance to manage agents’ performance. Provide recommendations on save offers and business rules to support Charter’s strategy. Master order processing within the billing system for retained accounts, new sales order entry, account lookup, and related tools and functions as they pertain to retention. Acquire and demonstrate knowledge of competitors’ pricing, packaging, and products to enable side-by-side comparisons for agents. Manage difficult customer calls requiring issue resolution. Perform other duties as requested by supervisor. Required Qualifications
Ability to read, write, speak and understand English Working knowledge of cable communications products and services (video, data, and voice) Ability to work variable hours; may include weekends, holidays, and split days off Required Education
Minimum of Associates degree in marketing, sales or related field or equivalent experience Required Related Work Experience
Call center experience in customer service and/or phone sales - 3-5 years Working Conditions
Office environment Here, our employees don’t just have jobs, they\'re building careers. Spectrum offers a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of well-being 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. About Spectrum
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. 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. Grow Your Career Here: Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
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