What are the responsibilities and job description for the Residential Sales Activation Supervisor position at Jobs for Humanity?
Company Description
Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf of Hard of Hearing Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. If you identify with any of the following communities do not hesitate to register.
Company Name: Spectrum
Company Name: Spectrum
Job Description
JOB SUMMARY
Responsible for coaching, development and supervision of a team of Residential Sales Activation Specialists. Accountable for meeting and exceeding established objectives.
MAJOR DUTIES AND RESPONSIBILITIES
Hire, evaluate, coach and counsel personnel in the performance of their duties and sales ability.
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Oversee the daily complex operations of the Residential Sales Activation Team, provide staff guidance and support to attain quality customer service. Provide both ongoing training as well as training for newly hired Residential Sales Activation Specialists.
Partner with sales business partners to receive and give feedback on trends in the business to ensure support expectations are met.
Partner with sales channels and coordinate front line user testing prior to process changes and launches.
Management of all applicable ticketing systems to ensure effective support of all business functions.
Track trending of business impacting events and solutions.
Minimize the escalation of customer complaints and work to retain lost sales.
Accountable to meet specific sales metrics. Train and evaluate departmental personnel in order to comply with set standards in providing customer service. Provide guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provide instruction on troubleshooting techniques including escalation procedures to be used with business partners.
Generate reports for management as required.
Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.
Perform other duties as requested by management.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize, organize, and multitask effectively
Ability to use personal computer & multiple software applications
Ability to supervise and motivate others
Ability to effectively present data in a comprehensive manner
Ability to work independently and in a group environment
Ability to effectively address/resolve customer complaints and issues
In-depth knowledge of all four lines of business in order to effectively coach to the sale of each product (Cable, Internet, Voice, Mobile)
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Knowledge of product information, packaging, pricing and current offers
Required Education
Bachelor’s Degree in Business or related field or combination of education and equivalent experience
Required Related Work Experience and Number of Years
Customer service experience/ Sales Experience - 5
Voice, Video, Internet experience - 4
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Knowledge of the cable/telephony industry - products and services
Preferred Related Work Experience and Number of Years
Supervisory or leadership experience - 1
WORKING CONDITIONS
Office environment
Flexible work schedule may be required
Responsible for coaching, development and supervision of a team of Residential Sales Activation Specialists. Accountable for meeting and exceeding established objectives.
MAJOR DUTIES AND RESPONSIBILITIES
Hire, evaluate, coach and counsel personnel in the performance of their duties and sales ability.
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Oversee the daily complex operations of the Residential Sales Activation Team, provide staff guidance and support to attain quality customer service. Provide both ongoing training as well as training for newly hired Residential Sales Activation Specialists.
Partner with sales business partners to receive and give feedback on trends in the business to ensure support expectations are met.
Partner with sales channels and coordinate front line user testing prior to process changes and launches.
Management of all applicable ticketing systems to ensure effective support of all business functions.
Track trending of business impacting events and solutions.
Minimize the escalation of customer complaints and work to retain lost sales.
Accountable to meet specific sales metrics. Train and evaluate departmental personnel in order to comply with set standards in providing customer service. Provide guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provide instruction on troubleshooting techniques including escalation procedures to be used with business partners.
Generate reports for management as required.
Interface with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.
Perform other duties as requested by management.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize, organize, and multitask effectively
Ability to use personal computer & multiple software applications
Ability to supervise and motivate others
Ability to effectively present data in a comprehensive manner
Ability to work independently and in a group environment
Ability to effectively address/resolve customer complaints and issues
In-depth knowledge of all four lines of business in order to effectively coach to the sale of each product (Cable, Internet, Voice, Mobile)
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Knowledge of product information, packaging, pricing and current offers
Required Education
Bachelor’s Degree in Business or related field or combination of education and equivalent experience
Required Related Work Experience and Number of Years
Customer service experience/ Sales Experience - 5
Voice, Video, Internet experience - 4
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Knowledge of the cable/telephony industry - products and services
Preferred Related Work Experience and Number of Years
Supervisory or leadership experience - 1
WORKING CONDITIONS
Office environment
Flexible work schedule may be required
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