· Create, recommend and execute proactive/reactive gap closure plans when trending over churn budget.

· Continually review, track and analyze retention programs and existing customer base profiles for opportunities and gaps.

· Partner with cross functional teams (i.e. Marketing, Care, Direct Sales) on business case development for customer retention programs.

· Track offer performance and ensure offer mix has appropriate churn reduction and ARPU protection balance.

· Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services.

· Develop weekly retention performance reports to include, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries.

· Effectively utilize all processes, data, reports, and programs to maximize department, campaign, and individual results.

· Ensure competence and continuity of Retention Representatives and Retention Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools.

· Develop accountability standards and manage employee productivity and performance.

· Encourage feedback to cultivate a best-in-class knowledgeable and customer-oriented team environment.

· Partner with other departments (i.e., Care, Network Operations Center, ) to ensure calls get routed correctly.

· Partner with the KMAs/Field Representatives on disconnect processes with specific focus on better retention of non-pay customers and field saves.

· Present to Sr Management and/or Leadership Team, as required.

· Perform other duties as requested.

REQUIRED QUALIFICATIONS

Skills / Abilities and Knowledge

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to listen to and interpret the needs of customer and sales personnel

Ability to deal with the public in a professional manner

Ability to make decisions and solve problems while working under pressure

Ability to prioritize, organize effectively, and handle multiple projects and tasks.

Ability to supervise and motivate others

Ability to maintain high level of self-motivation

Ability to work in diverse and challenging atmosphere

Working knowledge of personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Knowledge of cable television products and services

Knowledge of cold call sales skills

Education

Bachelor's degree, customer service or related field, or equivalent experience

Related Work Experience

Five or more years of demonstrated success in consumer credit/collection business management.

Knowledge of cable television and associated billing systems is strongly preferred.

WORKING CONDITIONS

Office environment

Travel required, approximately 15%

EOE Race/Sex/Vet/Disability

Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Charter is committed to diversity, and values the ways in which we are different.

SRT500 2024-43981 2024

Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.