Sup, Digital Sales

Actively and consistently support all efforts to simplify and enhance the customer experience
Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all sales transactions.
Consistently meet or exceed weekly and monthly digital sales activity goals by coaching agents to sound telephone based selling techniques.
As a result of regular phone monitoring and engagement with the agents, provide regular data-centric feedback to Manager with regard to actionable items to be taken to improve customer experience and improve sales yield. Identify and coach to upselling and cross selling sales opportunities.
Ensure that agents are educated on and abide by the business rules surrounding the selling of a customer.
Ensure thorough understanding of the agent as well as the supervisor compensation/commission plans in order to coach to specific behaviors that will improve sales yield and, therefore, improve commission earnings potential.
Have a full understanding and be able to display proficiency at explaining all products and services to existing and prospective customers.
Acquire and demonstrate, via coaching and feedback, thorough knowledge of competitors' pricing, packaging and products in an effort to teach the agents to conduct side by side comparisons of Charter's and competitors' products and services. Full familiarity with current marketing campaigns and promotions.
Manage agent compliance of call handling metrics to include productive time, schedule adherence, average handle time, after call work, etc.
Analyze and provide statistically-based recommendations on ways to improve agent sales performance. Performance managed by proving frequent coaching based upon call monitoring and sales yield results.
Provide feedback on sales offers and business rules to support Charter's sales strategy.
Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the sales function.
Perform other duties as required by supervisor
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13526 Business Unit: Marketing

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