Supervisor, Customer Care Job
Time Warner Cable - Garfield Heights, OH

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Posting Job Title: Supervisor, Customer Care
Requisition #: 140731BR
Posting Location: Garfield Heights, OH, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time

Posting Job Description

We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area.

PURPOSE:
Time Warner Cable is seeking a motivational, friendly, results-driven individual to supervise and develop our call center customer care representatives. This individual will drive performance improvement through goal-setting, coaching and developmental feedback focused on resolving customer issues and transforming the call into a sales opportunity.

Do you have an extraordinary ability to build goal-oriented teams? Can you work with those teams to attain continuous performance improvement? If so, join our team as a customer care supervisor.

ESSENTIAL FUNCTIONS:
Our goal is to provide a positive, consistent, comprehensive customer experience. To accomplish this, our Customer Care Supervisors must:
  • Build customer relationships, both internal and external
  • Work with team members to 'own every customer's experience to drive satisfaction and first contact resolution
  • Coach team members to ensure understanding and attainment of sales goals and objectives
  • Inbound Call Center Supervisor Work Activities
  • Ensure Customer Satisfaction - Internal and External
  • Work independently and in teams to ensure the success of Time Warner Cable
  • Drive messages and behaviors that align with the customer expectations and company goals
  • Create and implement incentives that motivate performance and positively impact morale
  • Recognize the exceptional results and efforts of team members
  • Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
  • Provide Billing and Technical Support
  • Support team members who work with customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
  • Develop team members to ensure they can provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues
  • Ensure that team members are able to listen to customer concerns and diffuse frustration by providing options and solutions
  • Provide team members with the skills necessary to educate customers on how to solve similar billing and technical issues in order to prevent phone call in the future
  • Drive Value, Awareness and Sales
  • Increase share of market and share of wallet by supporting team members in successfully presenting customers with bundled service solutions that meet their long-term needs
  • Ensure that team members are aware of all goals and objectives, as well as what is necessary to achieve them
  • Assess individual/ team performance and trends to isolate opportunities for incremental results
  • Provide coaching and developmental feedback to all team members on a daily/weekly/monthly basis
QUALIFICATIONS:
  • Proven performance improvement track record (call center or otherwise)
  • Sales experience (call center or otherwise)
  • Coaching and developmental feedback training and experience a plus
  • Excellent verbal and written communication skills
  • Proven problem solving, analytical and decision making skills
  • Ability to negotiate to the best outcome for the customer and company
  • Solid work experience, history and references
  • Experience in a fast paced work environment (call center or otherwise)
  • Ability to multi-task and prioritize
  • Ability to work in a windows environment and learn additional programs as needed
  • Customer service and/or marketing experience is a plus
EDUCATION:
  • High school diploma
  • Associates or Bachelors degree are a plus
CBTWC 05/09/2013

FCC Unit_TWC: 6067
Controlling Establishment ID: 00348 - Garfield Heights NEO Pkwy

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About this company
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Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...