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Supervisor, Residential Sales Support

Spectrum

This is a Full-time position in Maitland, FL posted October 21, 2021.

JOB SUMMARYThe Spectrum Residential Sales Support Supervisor is responsible for coaching, development and supervision of a team of Sales Support Representatives.

Accountable for meeting and exceeding established objectives.MAJOR DUTIES AND RESPONSIBILITIESContribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.Oversees the daily operations of the Sales Support Team, provide staff guidance and support to attain quality customer service.Provides both ongoing training as well as training for newly hired Sales Support CoordinatorsMinimize the escalation of customer complaints and work to retain lost residential sales.Trains and evaluates departmental personnel in order to comply with set standards in providing customer service.Provides guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provides instruction on troubleshooting techniques including escalation procedures to be used with business partners.Generates reports for management as required.Hires, evaluates, coaches and counsels personnel in the performance of their duties.Interfaces with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.Performs other duties as requested by supervisor.REQUIRED QUALIFICATIONSSkills /Abilities and Knowledge* Ability to read, write, speak and understand English* 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 & software applications* Ability to work independently in group environment* Ability to effectively address/resolve customer complaints and issues* Ability to work while seated for prolonged periods of time, taking back-to-back calls* Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone)* Knowledge of general accounting & billing procedures* Knowledge of office procedures and Company policies* Knowledge of service troubleshooting* Knowledge of residential product information, packaging, pricing and current offersEducationCollege course work in business or related field or equivalent experienceRelated Work Experience5 years: Customer service experience/Supervisory Experience4 years: Telephone, Video, High Speed Data experiencePREFERRED QUALIFICATIONSSkills /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 industry
– products and services* Prior supervisory or management experienceWORKING CONDITIONS* Office environment* Flexible work schedule may be requiredCSU480 294004 294004BR

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