• Mgr, Retention

    Charter Communications
    Job Description
    Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
     
     
     
    JOB SUMMARY
    Responsible for the development, oversight and execution of effective retention strategies and tactics to minimize loss of customers at all product levels.
     
    MAJOR DUTIES AND RESPONSIBILITIES
    Actively and consistently support all efforts to simplify and enhance the customer experience
     
    Develop and implement retention programs in order to save controllable basic and digital customers, including those with High Speed Internet service and Telephony service.
     
    Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services and work with the local KMA to integrate those programs throughout all departments.
     
    Introduce and provide coaching skill training for retention programs in customer care and technical departments. 
     
    Work with the KMAs on their non-pay disconnect process with specific focus on better retention of non-pay customers and field saves.
     
    Develop weekly retention performance reports to include disconnect by reason, number of saves, churn/migration analysis, and employee save summaries. 
     
    Develop 'Retention Specialists' in the system, both at the Supervisor and CSR levels.  Develop accountability standards and manage their productivity and performance.  
     
    Observe the field disconnect process.  Assess our ability to effectively collect past balance due monies and develop training to improve collection efforts at the door. 
     
    Assess the sell-in performance of all new products and services, specifically Charter Digital, High Speed Data, and Telephony to ensure the Call Centers are exceeding sell-in goals.
     
    Perform other duties as requested by supervisor


    PREFERRED QUALIFICATIONS
    Skills / 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 deal with the public in a professional manner
    Ability to handle multiple projects and tasks
    Ability to maintain high level of self-motivation
    Ability to prioritize and organize effectively
    Ability to supervise and motivate others
    Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
    Ability to work in diverse and challenging atmosphere
    Knowledge of cable television products and services
    Knowledge of cold call sales skills
    Vision ability close vision, peripheral vision, and ability to adjust focus
    Education
    Bachelor's degree, customer service or related field, or equivalent experience
     
    Related Work Experience               Number Of Years
    CATV experience                                            3
    Management experience                                 2
    Call center experience                                    2
    Contact Information
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