Full TimeUnited States - California - San DiegoPosted 04/28/2021Areas of interest: Call Center, Inside Sales, Multi-Tenant Sales, SalesRequisition Number: 280492BRCAM505
JOB SUMMARY Spectrum Community Solutions offers industry-leading bulk residential services to tenants within Traditional Apartments, Off-Campus Student Housing, Senior Living, RV Parks, and Marinas. Community Solutions is a strategic growth engine for Spectrum that grows customer relationships and increases product penetration. The SCS Sales Manager is responsible for building and driving a sales culture in a fast paced, customer focused organization. Success is measured by meeting and exceeding established yield and PSU goals. This role is responsible for the coaching and development of an inbound sales team in a highly transactional environment.
This role reports to the Sr. Director of Customer Service, Spectrum Community Solutions. The ideal candidate is a self-starter with a passion for success and has a proven track record in sales management while providing a best in class customer experience.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience. Ensure attainment of organizations sales goals while consistently providing exceptional customer service on all calls. Professional and highly motivated Manager with strong sales coaching and developmental experience in a fast-paced, dynamic Call Center Sales environment. Responsible for overall sales performance of the SCS Billing and Account Management team. Supports center leadership in attainment and maintenance of key call center productivity and quality goals, including service levels, FCR, transfer rate, productivity, etc. Create a culture of teamwork and demonstrate the value of teamwork through personal actions. Motivate a team of individuals to meet and exceed established sales targets. Train, mentor and motivate performance of staff through constructive feedback. Develop new sales strategies within the call center to maximize opportunities. Develop and maintain a positive sales culture. Ensures that company revenue goals are met or exceeded in all areas, including connects, upgrades and additional PSU’s. Daily monitoring of individual and team sales performance. Establish and maintain internal and interdepartmental relationships to ensure alignment on all Charter Communications initiatives. Partner with training department to develop and deliver sales training. Analyze sale performance to identify areas for improvement and coordinate ongoing training initiatives that will foster continuous improvement and be in line with long term strategies. Assess and provide feedback on training effectiveness. Strong communication skills, comfortable challenging the status quo, ability to work closely with all levels of employees, peers, and high level business executives. Staffing related activities including recruiting, hiring, training and ongoing performance management and supervision. Candidates must have ability to work in a pay for performance and structured environment and respond to customer/employee inquires within a timely period. Handle all customer complaints and escalations as required. Perform other duties as required by management.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write and speak the English language (or other applicable language) to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner Ability to supervise and motivate others. Stong employee development skills. Proven problem solving skills. Ability to handle multiple projects and tasks. Ability to respond quickly to changing business needs. Ability to make decisions and solve problems while working under pressure. Ability to prioritize and organize effectively. Ability to work independently and collaboratively. Ability to show judgment and initiative and to accomplish job duties. Ability to use personal computer and software applications (I.e. Billing and Sales Systems, Microsoft Word, Outlook, etc.) Ability to work with others to resolve problems, handle requests or situations. Ability to work seated for prolonged periods of time. Must be capable of working flexible hours and be available as required by busines operations to accommodate the needs of the department and organization as a whole. Must be able to work holidays and weekends as needed. Knowledge of cable and telecommunications products and services. Education Bachelor’s Degree or equivalent combination of education and work experience required. Related Work Experience Number of Years Call Center Management Experience 3+ Call Center Sales Manager experience 1+ WORKING CONDITIONS Office environment Hours may vary. Monday through Friday workweek. EOE Race/Sex/Vet/Disability Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf Charter is committed to diversity, and values the ways in which we are different.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are 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, or any other basis protected by federal, state or local laws.