Supervisor, Credit Services (Quality Assurance)

About the role

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. As a Credit Services Supervisor, your focus is the supervision of personnel supporting our Collections Call Center (Credit Services) Department and its various sub-functions. You’ll coach representatives on the keys to delivering consistently accurate results. It’ll be a highly collaborative team environment, colleagues supporting customers as well as each other!

Our Credit Services Supervisors enjoy providing management to Credit Services support personnel, resolving internal and external customer escalated situations, coaching staff and assisting in their development, and motivating team members to reach management objectives.

The location of this role is 12238 Silicon Drive, Suite 129 San Antonio, Texas 78249 (near the intersection of IH-10 & De Zavala Road).

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Provide overall supervision and management to Credit Services support personnel.
• Ensure that departmental standards regarding courtesy and productivity are maintained.
• Provide regular coaching and development to staff to maximize productivity.
• Resolve internal and external customer escalated situations.
• Provide statistical reporting for leadership to communicate department productivity and effectiveness.
• Motivate staff to reach daily and monthly management objectives.
• Hire, evaluate, coach and counsel personnel in the performance of their duties.
• Utilize strong knowledge of customer account information.
• Perform other duties as requested by manager.
• Some travel required

Requirements

• Experience: 6 years of related work, including experience with ICOMs/CSG billing system or equivalent.
• Education: Bachelor’s degree or equivalent experience.
• Technical Skills: Knowledge of cable television products and services.
• Skills: Effective verbal and written communication.

Preferred Qualifications

• Ability to develop process documentation.
• Understanding of general accounting and billing procedures.
• Effective prioritization and organization in an always changing environment.
• 1+ years of supervisory or leadership experience

Qualifications and Company Overview

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.

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.