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Time Warner Cable Enterprises LLC.

Supervisor, Customer Service

Time Warner Cable Enterprises LLC. - Portland, ME

Business TitleSup, Customer CarePosting LocationUnited States - Maine - Portland Posting Job DescriptionSpectrum's Customer Service Department currently seeks a Customer Service Supervisor located in Portland, Maine. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. Position Summary:Responsible for providing strong positive leadership in a fast-paced rapidly changing customer service environment by supervising the activities of various Customer Service Representatives in the Call Center Fosters a culture to highly motivate and develop employees, and maintain the highest standards of customer service. Essential Functions: Supervises, coaches, counsels, and monitors Product Services, Account Services, and/or Customer Service and Sales Representatives in a manner consistent with Spectrum policies, procedures, quality standards, customer needs and applicable local, state and federal regulations.Provides guidance to ensure effective use of sales and communication skills, and scripts.Ensures consistency of information.Adheres to the processing, retention, and compliance of Spectrum’s departmental administrative forms and records as prescribed.Provides reports analyzing activity and statistical data, supervises the department to ensure customer service and sales goals are met, and provides results to management.Provides various reports using the ICOMS billing system.Works with Call Center management team to establish goals.Monitors Call Center tracking systems to ensure adherence to schedules and call management.Uses Kronos system to manage payroll for customer service team.Interfaces closely with marketing on campaigns, incentives, goals, and special projects.Works with construction, audit and installation on various customer related issues.Works with the Customer Service Manager and system trainers to ensure that employees are given the necessary resources and training in order to perform their jobs effectively.Monitors performance to ensure quality standards and objectives.Resolves complaints concerning billing or service rendered, referring complaints of service failures to designated department for investigation.Maintains team availability data in Workforce Management system.May be responsible for operations and administrative functions, as required at the system level.Assists with special projects as needed.May cover for Customer Service Manager. The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.  Supervisory Responsibilities: This position supervises employees of the Customer Service department.Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  Job Requirements: 1 year call center experience required.Experience coaching and mentoring staff.Ability to manage and administer a broad range of tasks including resolving complaints, and counseling employees on the interpretation of policies and procedures.Ability to use computers, Intranet, spreadsheets and word processing programs and other tracking applications.Understanding of billing systems in a customer care environment.Understanding of Maine labor, wage and hour laws.Strong organizational, verbal and written communication skills.Advanced interpersonal skills and the ability to persuade others.Excellent project management skills.Knowledgeable of, and committed to, a diverse workforce and supports the Division EEO and Affirmative Action goals.Ability to handle various tasks simultaneously, organizes, prioritizes, and makes decisions and work efficiently and effectively under deadlines.Ability to express oneself in a clear, concise and organized manner both verbally and in writing.Ability to think through a problem, analyze and break it down into parts to resolve or come up with a logical solution.The employee must be able to function under considerable levels of stress.Ability to exercise good judgment, keeping in mind company policies and procedures as guidelines.Ability to deal with irate or difficult customers.  Education and Experience: Associate's degree in Business, communications or related field from two-year college preferred; or equivalent combination of education and experience.Three to five years previous experience in a fast-paced high volume call center preferred.Previous experience supervising, coaching and developing staff preferred.Knowledge of ICOMS and phone systems a plusRequisition #208702BRJob CodeTWCCCS550 Sup, Customer Care Exempt Position TypeFull TimeArea of InterestAdministrative/Clerical, Customer Service, TelecommunicationsBusiness UnitCustomer Operations Location901 Washington Ave FCC Unit13545Controlling Establishment ID00884 - Portland 901 Washington Ave More on SpectrumThe Spectrum brand is powered and innovated by Charter Communications.  Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants.  Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.Work StateMaine Work CityMaine - PortlandPosting Job TitleSupervisor, Customer Service

7 days 10 hours ago

Time Warner Cable Enterprises LLC.


Supervisor, Customer Service Time Warner Cable Enterprises LLC. - Portland, ME, United States


Location: Portland, ME

Company Profile:
In the late 1940s, entrepreneurs using simple antennas and Army-surplus coaxial cable created the country’s first cable television systems and revolutionized the way Americans watched TV. More than 70 years later, Time Warner Cable (TWC), the second largest cable provider, owns and manages advanced, well-clustered cable systems throughout the United States. Time Warner Cable offers cutting edge digital technology, a rich range of home entertainment and information choices for the whole family to enjoy, and superior service that demonstrates customer satisfaction is our number one priority.