Wave

Manager, Residential Customer Solutions

Wave • $75K — $95K *
Charlotte, NC 28269In-Person
Consumer Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in customer service or related field, or equivalent experience
  • 5+ years in consumer credit or collection business management
  • Strong understanding of cable television products and services
  • Proficient in cold call sales techniques
  • Clear communication skills in English, both verbal and written

Responsibilities

  • Drive performance of Customer Solutions teams to enhance customer experience
  • Develop strategies to boost customer loyalty and optimize revenue
  • Analyze market trends and product positioning for improvement opportunities
  • Collaborate with teams for customer solutions initiatives
  • Design incentive programs focused on customer retention
  • Prepare performance reports including churn analysis and summaries
  • Recruit, train, and manage Customer Solutions representatives and supervisors

Benefits

  • Office environment with minimal travel required (approximately 15%)
Full Job Description
Job Summary

Ready to lead a dynamic team dedicated to enhancing customer satisfaction and driving revenue growth? As the Manager of Residential Customer Solutions, you will oversee daily operations, implement strategic initiatives, and evaluate performance to ensure Spectrum delivers exceptional service and achieves customer solutions goals. Your leadership directly impacts customer retention and the company's success.

Responsibilities

How You'll Make an Impact
  • Drive and monitor the performance of Customer Solutions teams to consistently elevate the customer experience
  • Develop and implement strategies to increase customer loyalty, optimize revenue, and minimize account discounting
  • Analyze customer solutions programs, market trends, and product positioning to identify opportunities and gaps
  • Collaborate with cross-functional teams to develop and execute business cases for customer solutions initiatives
  • Design and execute incentive and recognition programs focused on retention of Spectrum products and services
  • Prepare and deliver comprehensive performance reports including churn analysis and employee save summaries
  • Recruit, train, motivate, and manage customer solutions representatives and supervisors to ensure productivity and accountability

Working Conditions
  • Office environment
  • Travel approximately 15 percent


Qualifications

What You'll Bring to Spectrum

Required Qualifications

Education
  • Bachelor's degree in customer service or related field or equivalent experience

Experience
  • 5+ years of demonstrated success in consumer credit or collection business management

Skills
  • Ability to read, write, speak and understand English
  • Knowledge of cable television products and services
  • Knowledge of cold call sales skills
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to listen to and interpret the needs of customers and sales personnel
  • Ability to deal with the public in a professional manner
  • Ability to make decisions and solve problems under pressure
  • Ability to prioritize, organize effectively and handle multiple projects and tasks
  • Ability to supervise and motivate others
  • Ability to maintain high level of self-motivation
  • Ability to work in diverse and challenging atmosphere
  • Working knowledge of personal computer and software applications such as word processing and spreadsheets

Preferred Qualifications

Skills
  • Knowledge of cable television and associated billing systems strongly preferred

About Wave

Wave is a Canadian financial services company that provides accounting, invoicing, and payment processing software for small businesses. The company was founded in 2010 by Kirk Simpson and James Lochrie. Wave's software is used by over 4 million small businesses around the world. In 2019, the company was acquired by H&R Block for $405 million. Wave is headquartered in Toronto, Canada.
Learn more about Wave
Size
200 employees
Industry
Finance & Insurance
Founded
2011
* Ladders Estimates

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