SPECTRUM Looking for Sup, Specialty Accounts at Charlotte, NC Full Time

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