Supervisor, Residential Retention
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Before you apply
LocationLake Mary, Florida, United States
Work modeon-site
Typefull-time
SeniorityLead
Experience3+ yrs
DepartmentCustomer Solutions
Company size10,000+ people
PostedOct 28, 2026 · 6d ago
Verified live11h ago
At a glanceSummarised by Seekless from the posting.
Minimum of associate degree in marketing, sales or related field or equivalent experience
3+ years of call center experience in customer service or phone sales
Ability to read, write, speak and understand English
Working knowledge of cable communications products and services including TV, internet and telephone
Ability to use personal computer and relevant software including billing systems
Strong verbal and written communication skills for presenting information
Ability to coach and direct agents to achieve retention and sales goals
Effective communication with employees, customers and suppliers in person, on the phone and in writing
Ability to handle irate customers and resolve issues
Ability to manage multiple projects and tasks
High level of self-motivation
Ability to prioritize and organize tasks
Ability to supervise and motivate others
Proven computer and consumer electronics skills
Ability to work variable hours; may include weekends, holidays, and split days off
The ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
About the role
Looking for a role where your leadership shapes customer loyalty and drives business success? As Supervisor, Customer Solutions at Spectrum, you’ll oversee a team dedicated to retaining valued customers and promoting essential services including Video, Data and Phone. Your guidance and expertise will empower agents to deliver outstanding service and help us reach our goal of becoming America’s leading service provider. Your impact will be felt every day as you help build lasting customer relationships.
How You’ll Make an Impact
•
Lead and coach retention agents to ensure customer satisfaction and professionalism during every interaction
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Monitor agent performance, provide actionable feedback and support retention goals through regular phone reviews
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Educate agents on business rules regarding promotions, credits and service escalations to maintain compliance
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Analyze performance metrics and recommend strategies to improve retention rates and agent productivity
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Manage agent adherence to call handling metrics including productive time, schedule alignment and after-call work
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Instruct agents on competitor products to enable effective side-by-side comparisons with Spectrum offerings
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Resolve challenging customer calls and support agents in issue resolution to enhance customer experience
Working Conditions
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Work in an office environment
What You’ll Bring to Spectrum
Required Qualifications
Education
•
Minimum of associate degree in marketing, sales or related field or equivalent experience
Experience
•
3+ years of call center experience in customer service or phone sales
Skills
•
Ability to read, write, speak and understand English
•
Working knowledge of cable communications products and services including TV, internet and telephone
•
Ability to work variable hours; may include weekends, holidays, and split days off
•
Ability to use personal computer and relevant software including billing systems
•
Strong verbal and written communication skills for presenting information
•
Ability to coach and direct agents to achieve retention and sales goals
•
Effective communication with employees, customers and suppliers in person, on the phone and in writing
•
Ability to handle irate customers and resolve issues
•
Ability to manage multiple projects and tasks
•
High level of self-motivation
•
Ability to prioritize and organize tasks
•
Ability to supervise and motivate others
•
Proven computer and consumer electronics skills
Benefits
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.