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Dir, Customer Service

Organization: Charter Communications
Date Posted: 1/12/2018
City: Vancouver, WA
Location: Washington
Country: United States
Primary Category: Media
Type of Position: Full-Time
Education Requirement: Bachelor's
Experience Requirement: > 10 years

Description & Details
This position is responsible for directing and overseeing the day to day operational performance of customer care centers (contact centers) within their breadth of responsibility. The Director will act as a liaison to the assigned division and represent their needs as care strategies and initiatives are implemented throughout the organization. This position directs the implementation of Customer Care initiatives and activities that support and enhance the company´s objectives and values.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Participate in the development of best practices in all areas of end-to-end customer care including, but not limited to, customer care center performance, training, and technology.

Direct the budget process including managing departmental expenditures and staying within budget guidelines.

Direct the attainment of key performance indicators including service level, agent utilization, service quality, sales performance, operating efficiencies, truck roll avoidance, and work order accuracy.

Ensure all practices within assigned care centers are in alignment and conform to Care Covenants.

Provide guidance and support to management teams in the Customer Care function.

Direct payment center operations to ensure cash handling processes are in accordance with GAAP and internal audit procedures, if/as required by division.

Provide guidance and participate in the hiring process for key Customer Care professionals.

Coach, direct and mentor Customer Care professionals.

Interface with other departments through written and verbal communications to handle customer situations, involving customer complaints and process billing adjustments.

Perform other duties as requested by leadership.

Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
Ability to act with honesty and integrity
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to perform basic customer service functions
Ability to manage and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)
Ability to work independently
Ability to manage projects
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of cable television products and services
Knowledge of general accounting and billing procedures
Good vision, including peripheral, and ability to adjust focus
Experience with customer relations, communications and sales skills

Bachelor´s degree in business or related field (MBA preferred); or equivalent experience

Related Work Experience Number of Years
Customer service/call center experience12+
Senior management/leadership experience7+

Office environment
Travel as required
More on Spectrum
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.

How to Apply / Contact

Qualified candidates can apply at

Requisition 211061BR

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