Manager, Residential Customer Solutions

The Residential Customer Solutions Manager will oversee the day to day activities and performance management of in-house Customer Solutions teams supporting in-bound customer solutions efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and customer solutions revenue goals. Monitoring and ongoing evaluation of supervisor and agent performance, competitive offers, trends and product positioning, retention offer usage, agent systems, performance reporting, and market analysis in order to ensure a positive customer experience and acceptable sales and customer solutions performance.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Develop and implement customer solution tactics to increase customer loyalty to reduce churn while optimizing revenue and minimizing account discounting.
• Create, recommend and execute proactive/reactive gap closure plans when trending over churn budget.
• Continually review, track and analyze customer solutions programs and existing customer base profiles for opportunities and gaps.
• Partner with cross functional teams (i.e. Marketing, Care, Direct Sales) on business case development for customer solutions programs.
• Track offer performance and ensure offer mix has appropriate churn reduction and ARPU protection balance.
• Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services.
• Develop weekly customer solutions performance reports to include, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries.
• Effectively utilize all processes, data, reports, and programs to maximize department, campaign, and individual results.
• Ensure competence and continuity of Customer Solutions Representatives and Customer Solutions Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools.
• Develop accountability standards and manage employee productivity and performance.
• Encourage feedback to cultivate a best-in-class knowledgeable and customer-oriented team environment.
• Partner with other departments (i.e., Care, Network Operations Center, ) to ensure calls get routed correctly.
• Partner with the KMAs/Field Representatives on disconnect processes with specific focus on better retention of non-pay customers and field saves.
• Present to Sr Management and/or Leadership Team, as required.
• Perform other duties as requested

WORKING CONDITIONS

• Office environment
• Travel required, approximately 15%

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Knowledge of cable television products and services
• Knowledge of cold call sales skills

Required Education

• Bachelor's degree, customer service or related field, or equivalent experience

Required Related Work Experience and Number of Years

• Demonstrated success in consumer credit/collection business management - 5+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

• Knowledge of cable television and associated billing systems is strongly preferred