Supervisor, Chat Customer Service
5 days ago• Morrisville, NC
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
This position is responsible for the coaching and development of a team of Chat Customer Service Representatives in a fast-paced, dynamic call center environment. This supervisor is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service.
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
- Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
- Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.
- Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
- Assist team with escalated customer issues.
- Ensure departmental standards regarding customer experience are met by regularly monitoring chat communications and performance metrics to provide feedback or coaching.
- Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
- Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.
- Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed
- Ensure Kronos payroll system is properly accounted for and accurately updated for team.
- Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
- Performs other duties as requested by management.
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- Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
Ability to act with honesty and integrity
Ability to communicate verbally and in writing in a clear and straightforward manner
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, cable billing system, etc.)
Ability to manage projects
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of applicable products and services
Knowledge of general accounting and billing procedures
Must be patient, flexible, dependable and have an outstanding attendance record
Experience with customer relations, communications and sales skills
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CCS403 2025-65019 2025
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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 provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
Client-provided location(s): Morrisville, NC
Job ID: spectrum-2025-65019
Employment Type: FULL_TIME
Posted: 2025-11-14T20:28:13
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Health Reimbursement Account
- Long-Term Disability
- FSA
- HSA With Employer Contribution
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Family Support Resources
Work Flexibility
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Personal/Sick Days
- Leave of Absence
- Paid Holidays
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Financial Counseling
- Relocation Assistance
- Company Equity
Professional Development
- Tuition Reimbursement
- Internship Program
- Leadership Training Program
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
Diversity and Inclusion
Company Videos
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