Spectrum Community Solutions offers industry-leading bulk residential services to tenants within Traditional Apartments, Off-Campus Student Housing, Senior Living, RV Parks, and Marinas. Community Solutions is a strategic growth engine for Spectrum that grows customer relationships and increases product penetration.
The SCS Sales Supervisor is accountable for meeting and exceeding established sales goals for SCS. This role is responsible for the coaching and development of a team of SCS agents in a customer focused, fast paced and highly transactional environment. The supervisor is responsible for leading and providing feedback to ensure agents are meeting their key measures of success, including meeting or exceeding sales goals and all other activities that contribute to customers receiving effortless and exceptional customer service. This role reports to the Manager, SCS Inbound Sales.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy, sales and teamwork.
Oversee all daily sales and performance activities of their team. Lead and guide the team in the attainment of sales goals and performance metrics.
Monitor individual team performance to ensure sales, performance and quality standards are met or exceeded. Provide regular coaching and feedback to individual agents.
Motivate individual agents and the team to meet and exceed sales goals. Develop and maintain a positive sales culture.
Provide recommendations for and implement new sales strategies within the call center to maximize sales opportunities.
Perform all staffing-related activities including recruiting, hiring, goal-setting, monitoring, measuring and coaching performance, performance reviews and disciplinary action.
Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
Perform multiple administrative duties: Review and approve time-off requests and Kronos.
Perform other duties as requested.
Skills / Abilities and Knowledge
Ability to supervise and motivate others
Ability to recruit, develop, maintain and optimize a team of sales professionals
Ability to act with honesty and integrity
Ability to communicate in English both verbally and in writing in a clear and straightforward manner
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to work independently and collaboratively
Ability to work with others to resolve problems, handle requests or situations
Ability to respond quickly to changing business needs
Ability to use personal computer and applicable software applications, including strong knowledge of billing systems
Knowledge of applicable products and services
Ability to listen to and interpret the needs of the customer
Must be patient, flexible, dependable and have an outstanding attendance record
Experience with customer relations, communications and sales skills
High School diploma or equivalent
2+ years post high school education preferred
Related Work Experience Number of Years
Inside Sales experience 2-3
Supervisory experience preferred preferably in an inside sales
or call center capacity 1-2CAM415 330518 330518BR
Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. (NASDAQ: CHTR), the leading broadband communications company and the second-largest cable operator in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. ...