Responsible for the daily management of the Serviceability team in areas of staffing, metrics, quality of work and performance management
Actively and consistently support all efforts to simplify and enhance the customer experienceHandle complex customer issue escalations per established policies, procedures and guidelinesGuide staff in determining location serviceability and building locations accuratelyEnsure department metrics and quality scores are achievedAssist Manager as requiredMeet staffing targets, including hiring as requiredCoach, develop and manage staff performanceInterface with senior management through written and verbal communicationsGenerate weekly, monthly, and annual reportingProvide input and leadership on team initiativesRemain current on technological developments and advancements affecting back-office processes that could improve overall performance and affect Serviceability methodsPerform other duties as requested by management
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Working knowledge of Microsoft office (Excel, Word, PowerPoint)
Ability to multi-task Must be able to work a flexible schedule
Demonstrated problem solving skills
Demonstrated verbal and written communication skills
Ability to communicate orally and in writing in a clear and straight forward 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, High Speed Data, billing system, etc.)
Knowledge of cable television products and services Knowledge of marketing strategies and procedures Knowledge of telecommunications products and services
Required Education
High School Diploma or equivalent experience College course work in business or related field or equivalent experience
Required Related Work Experience and Number of Years
Customer Care or Commercial Sales Operations experience – 4+ year(s)
Management or leadership experience – 1+ year(s)
Experience supporting and or troubleshooting cable service utilizing a wide range of tools and analytical thinking 1+ year(s)
CSD410 2025-64820 2025
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. FCC Unit: 13526 Business Unit: Customer Operations Zip Code: 63074
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.