Supervisor, Customer Service Center (Pueblo, CO) 68831095
Responsible for supervising all functions of the Service Center, including customer experience, staffing, performance planning, sales, cash handling, inventory, and product-related functions. Develops a team focused on driving subscriber and product unit acquisition. Ensures excellence in customer service with every customer contact. Participates in the recruitment, hiring, and training of service center personnel. Coaches and develops Representatives to deliver a quality customer experience and drive sales performance. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.
Cable West/Mile High
- Provide vision and leadership that will develop, train, motivate, and
coach sales team to produce desired high performance results.
- Assess individuals and team performance and initiate development plans
to narrow competency gaps on weekly and monthly basis.
- Conduct regular team meetings to communicate updates, progress, goals
and short fallings.
- Lead team to consistently meet and exceed sales quota and manage churn
in an accountability based culture.
- Ensure that customers and prospective customers are treated with the
highest levels of courtesy and professionalism.
- Audit and coach the execution of store policies and procedures such as
retention, payments, equipment, sales integrity and revenue assurance.
- Encourage customer confidence by making the store experience
interactive, engaging and reassuring.
- Create an environment for discovery in your store that sparks new
ideas for using Comcast services such as High-Definition programming,
High-Speed Internet and Home Phone.
- Have a high degree of knowledge of company and market promotional
- Remain current on all new and current product and service, industry
and competitive trends, and reinforce findings with the team.
- Maintain the visual appearance of the store and make the most
effective use of store product displays for customers use.
- Display grace under pressure in a fast-paced environment.
- Must be self motivated and maintain a professional appearance.
- Maintain punctual attendance and flexibility to cover multiple
locations throughout the operating area and be available to work
evenings, weekends as needed.
- Build team schedules based off the needs of the business.
- Stand on feet for long periods of time.
- Occasionally lift and carry loads of 25 lbs or more.
- Other duties as assigned.
Meet or exceed all sales, upgrade, retention and revenue goals through engaged leadership.
Manage the transformation from the traditional payment center model into thriving Comcast Cable Stores with strong sales cultures and superior customer service.
Establish and maintain a professional sales culture within the Comcast Cable Stores
Establish, maintain and communicate accurate and timely sales reports.
Create a culture of accountability through robust measurement and reporting.
Create and maintain regular sales channel analysis, reporting, and benchmarking for the purpose of
Develop and implement sales incentives to meet and exceed product/service growth objectives.
Establish and maintain communication of sales results:
Supervises a team of sales representatives, establishing performance goals, providing focus and performance reviews, and supporting team and individual employee development.
Partners with Manager to develop and lead an effective team to achieve clearly defined, realistic productivity goals.
Provides coaching and feedback on employee performance that ensures consistency and a high level of customer service.
Analyzes and actively manages quantitative and qualitative performance metrics and communicates information to manager and staff in order to promote service excellence and individual personal growth.
Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees.
Fosters a climate of mutual respect that values the contributions of individual team members and maximizes the diverse talents of each employee.
Supports team members in problem solving and addresses escalated internal and external customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.
Review daily transactions and provide feedback to staff.
Conduct monthly/annual employee review sessions.
Responsible for achieving individual, team, and center goals.
Partners with manager to develop effective cross-training programs for personal development and to maximize efficiencies.
Manage the cash and credit card batches daily in order to maintain accuracy of customer account.
Applies appropriate audit procedures to areas reviewed to ensure that key controls are tested and all significant risks are addressed.
Prepares clear and well-organized audit documents that appropriately document the work performed.
Formulates appropriate conclusions regarding the adequacy of internal controls and procedures based on knowledge of Comcast operations and the audit work performed.
Consistent exercise of independent judgment and discretion in matters of significance.
Responsible for security of Cable Store and taking appropriate action when theft is suspected.
Maintain proper inventory procedures.
Ability to travel throughout the region
Other duties and responsibilities as assigned.
- Bachelors Degree or Equivalent
- Generally requires 4-7 years related experience
Creative and passionate approach to addressing opportunities and challenges; and an enthusiastic, self-motivated, positive can-do attitude that relishes in exceeding budgeted sales goals and delivering best-in-class customer service.
High School or equivalent required. Bachelors Degree in Business, Finance, or Accounting preferred.
Generally requires 4-7 years related experience
A minimum of 3-5 years supervisory experience required
Self-directed, passionate leader who is customer focused and acts with a sense of urgency to proactively address issues, obstacles and shortfalls that may impact performance.
Strong sales, negotiation, organizational, and analytical skills.
Proficiency in Microsoft Office applications including Outlook, Word, Excel and PowerPoint
Experience with complex billing systems required; experience with CSG strongly preferred.
Ability to lead, motivate and challenge people.
Ability to communicate effectively with customers and employees of the organization.
Ability to calculate figures and amounts as discounts, interest, and commissions.
Flexible work schedule that may include weekends, evenings, and holidays.
Ability to manage several projects concurrently.
Experience with CSG preferred.
Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.