Supervisor, Retention

Remote, but successful candidate MUST live within a state in which Point Broadband operates (AL, FL, GA, MD, MI, NY, OH, TN, TX, and VA).

Summary

Responsible for leading a team of high performing retention representatives whose primary function is to retain existing customers calling to disconnect service, while maximizing revenue retained. As a Retention Supervisor, you will oversee the daily performance of the Retention Team, providing guidance and regularly coaching, developing, and motivating the team to provide high-quality service.

Duties & Responsibilities

Essential duties and responsibilities include the following but are not limited to:

• Supervises, mentors and trains Retention Representatives to meet compliance with call handling, scheduled adherence and other call center goals.
• Acts as the escalation point for complex customer inquiries, ensuring prompt and effective resolution for customers.
• Regularly analyzes Retention trends and makes recommendations for improvement or additional training as needed.
• Possesses a demonstrated ability to manage change in a fast-paced environment and is skilled at navigating difficult discussions.
• Provides regular data-centric feedback to the team, direct Manager, market leaders and marketing team regarding actionable items necessary for improved performance.
• Ensures Retention Representatives are educated on and abide by the business rules surrounding the retention of our customers. These business rules include, but are not limited to extension of promotions, credit usage, and escalation of service-related issues.
• Is an ambassador of Point Broadband and is knowledgeable of all products, services and tools.
• Collaborates with cross-functional departments to ensure seamless information sharing and resolution of customer issues.
• Creates and maintains knowledge base and Retention specific articles for use by the team and end-users.
• Tracks and reports on key performance metrics, including Save Rate, Revenue Retained, Customers Retained and Customer Satisfaction.
• Other duties as assigned by direct Manager.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven leadership experience in a Call Center or customer support environment; Experience leading a Retention Team is a plus.
• Strong customer service orientation with excellent problem-solving skills.
• Bachelor’s degree in a related field or equivalent work experience.
• Excellent Written and verbal communication skills
• Possesses strong working knowledge of Microsoft Office products, including Excel, Outlook, and Word.
• Ability to work flexible hours, including evenings, weekends and holidays as needed.
  
  

Physical Demands/Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus.
• Occasionally required to lift up to 20 pounds.
• Must be able to work occasional overtime as required including weekends.
  
  

Benefits

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*