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Supervisor Customer Retention

Primary Location: 1550 W Deer Valley Rd, Phoenix, AZ, USA

Division: Cox Communications Inc

Job Level: Team Lead/Supervisor

Travel: Yes, 5 % of the Time

Schedule: Full-time

Shift: Variable

Requisition Number: 214583

At Cox, we connect people to the things they love. Now wed like to connect with you. Cox Communications is looking for sharp talent to join our team and be the voice of our brand.

The Supervisor, Customer Retention is responsible for driving call center retention and sale of all Cox residential products and services, while ensuring customer satisfaction. Implements and leads retention strategies for Cox Communications and serves as a strategic partner in the overall operation of the call center retention organization. Supervises a team of non-exempt call center customer retention representatives to exceed revenue growth and profit objectives by maximizing the sales programs across all product lines.

At Cox Communications, our employees are our most important resource. To demonstrate the value we place in our employees, we offer:

  • Competitive base salary plus unlimited commission potential
  • Generous benefits to include healthcare day one, paid time off and 401(k) matching
  • Free Internet and other Cox discounted services
  • Career development programs and ongoing training, including tuition assistance
  • Future career growth and promotional opportunities

Primary Responsibilities and Essential Functions

  • Provides leadership and vision to develop a strong retention/sales culture to enable retention reps to achieve key performance metrics and maximize revenue targets
  • Select, lead, coach, mentor, develop and provide support to a high performance Customer Retention team responsible for resolving customer concerns, overcoming customer objections and retaining customers, revenue and products/services
  • Consistently deliver upon leadership expectations to include: one on one meeting with team members, training, meeting timelines, etc
  • Establishes strategic partnership across all regions and with Center boundary partners in order to maximize effectiveness
  • Monitors and analyzes report data to identify customer concerns/dissatisfaction feedback; collaborates with leadership, makes recommendations, and implements solutions focused on improving customer satisfaction; and takes accountability for driving improvements in retention /revenue growth, team productivity, team quality, and optimization of customer satisfaction
  • Effectively resolve complex customer complaints concerning all areas of the company in a win-win fashion by building a rapport with the customer and using interpersonal techniques, networking techniques, and creative problem-solving
  • Train employees and execute retention strategies pertinent to business need to increase customer satisfaction and reduce overall churn
  • Regularly monitor reps and teams professionalism, performance, holding employees accountable for productivity and quality expectations
  • Ensure consistency of monitoring, coaching in content, methods and procedures, and corrective action processes
  • Ensure compliance to ethics and company standards for attendance, payroll, performance documentation, corrective action, and other established processes
  • Supervises the call center organization to meet and exceed call handling, operational efficiency, revenue, and quality objectives
  • Manages day-to-day productivity to meet and exceed residential objectives and to ensure call coverage across the complete Cox serviceable footprint
  • Drives alignment, consistency, and cohesiveness in people practices, call center management activities, overall performance management and customer service delivery, to achieve personal and department goals
  • Implements tactics which enhance retention/sales performance across sales contests, incentives, commissions, leadership development, training, and call center technology needs
  • Other duties as assigned

Qualifications:

Minimum

  • 3+ years of experience required in related field (i.e. retention, sales, sales operations, etc.)
  • Requires strong knowledge of Microsoft Office Word, PowerPoint, Excel, and Outlook
  • Excellent interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout organization
  • Strong quantitative, analytical, and conceptual thinking skills and an attention to detail
  • Excellent verbal and written communications as well as effective time management skills
  • Demonstrated ability to develop and maintain positive working relationships with internal and external customers and quickly adapt to changes in process, requirements, goals, and organizational change
  • Ability to effectively motivate and engage direct reports to achieve and surpass regional goals
  • Demonstrated ability to coach and develop outbound sales teams
  • Proven ability to execute tactical goals in support of national strategy and vision
  • Available to work flexible schedules, including rotating on-call positions, nights, weekends, and holidays
  • Attendance and punctuality are essential

Preferred

  • AS/AA or BS/BA degree in related discipline strongly desired
  • 2+ years of experience in a management role
  • Experience in telecommunications industry

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Posted
06/11/2021
Location
Phoenix, AZ 85003, US