JOB SUMMARY
Responsible for the daily management of the Specialty Account Team in areas of staffing, metrics, quality of work and performance management.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Handle complex customer issue escalations per established policies, procedures and guidelines
Assist Specialty Accounts Manager as required
Ensure that departmental goals are achieved
Meet staffing targets, including hiring as required
Coach, develop and manage staff performance
Interface with senior management through written and verbal communications
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Computer knowledge
Working knowledge of Microsoft office (Excel, Word, PowerPoint)
Supervisory experience
Ability to multi-task
Must be able to work a flexible schedule
Strong problem solving skills
Strong verbal and written communication skills
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable, High Speed Data, billing system, etc.)
Vision ability close vision, peripheral vision, and ability to adjust focus
Education
High School Diploma or equivalent
College course work in business or related field or equivalent experience
Related Work ExperienceNumber of Years
Customer service / Customer service5
Leadership or Supervisory experience2
Telephony / Video/Internet Experience4
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of video products and services and policies and procedures
Knowledge of high speed data products and services and policies and procedures
Knowledge of products and services and policies and procedures
Knowledge of regulations for customer service
Knowledge of service trouble shooting diagnostic procedures
Knowledge of general accounting and billing procedures
WORKING CONDITIONS
Fast paced office environment
Exposure to moderate noise level
EOE
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability
CAM410 312143 312143BR
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