Manager, Customer Service (Bilingual)

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Have you been told you're a "people person?" Do you enjoy solving problems with attention and care? Ready to work with customers to resolve service related issues? If this sounds like you, you will thrive as a Manager on Spectrum's Customer Service team.

BE PART OF THE CONNECTION

Customer Service Managers are vital to our mission. They are responsible for the management of a team of supervisors who along with our customer service representatives, provide the support that our customers rely on. You'll work in a fast-paced, dynamic call center environment, alongside an encouraging team, making a difference every day.

WHAT OUR CUSTOMER SERVICE MANAGERS ENJOY MOST

• Leading a team of supervisors using encouragement and accountability to create a cohesive work unit
• Monitoring calls as well as mentoring and coaching individuals to ensure performance standards are met and customer experience is enhanced
• Cultivating critical skills in staff through on-the-job training to produce more effective employees
• Using leadership skills to motivate the customer service team to take action and develop solutions to enhance the customer experience
• Serving as a customer escalation point as needed and escalating customer service representative and customer impacting issues appropriately
• Providing regular reporting of key performance initiatives to the site leader of the Call Center Operations

• Education: Bachelor's degree in business or related field or equivalent experience
• Experience: 7-10 years of customer service/call center experience; 5+ years of supervisory/management experience
• Abilities: Leadership, coaching, multitasking, adaptable, dependable, good vision
• Skills: Effective communication in both English and Spanish, supervision, organization, time management
• Technical Skills: Personal and computer software applications (word processing, spreadsheet, cable billing system, etc.)
• Knowledge of: Functions and tasks in customer relations, applicable products and services, general accounting and billing procedures

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed