Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Supervisor, Customer Care

Management Level

Supervisor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $65,500.00 - $98,300.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

**Candidate must live within 75 minutes of posting city location. Will be required to go into the office from time to time.**

** Shift is based on Eastern Time Zone: Sunday 7a-4p ET and 9a-6p ET on Saturday, Monday, Tuesday and Friday. ** If you reside outside of the eastern time zone, hours must be adjusted accordingly.

The Opportunity

The Customer Care Supervisor coaches, develops and leads a team of Customer Care agents to fulfill company strategies. Leads the team to deliver exceptional customer service, effectively meet and exceed all performance targets and increase revenue through cross-selling (if applicable) and/or promoting customer growth through positive customer interactions.  Manages daily operations and executes plans to drive business strategy and move critical initiatives forward.  The position works in a fast-paced, constantly changing and budget driven call center environment (may involve the supervision of both on-site and remote employees). Work consists primarily of leading, managing, coaching and developing individuals and their team to successful attainment of all department and company performance goals and metrics. 

This position may lead a team of individuals in any of the following functional areas for both Residential and Cox Business:  Technical Support, Account Services, Back Office, Customer Experience, Social Media, Onboarding personnel, Fraud and Abuse and other related positions as applicable.

PRIMARY RESPONSIBILITIES:

Essential functions of the role include coaching and developing, leading people, driving results, communication, hiring and selection of quality candidates, collaboration, administration, and self-development

Formally and informally coaches and develops the performance of the team to ensure they have the resources, coaching, support and capabilities required to meet or exceed expectationsPromotes high level of employee engagement with representatives by implementing effective coaching, performance improvement, career planning and practices to motivate and recognize employees for meeting/exceeding performance targetsReviews performance data (e.g., scorecard, brand behaviors, call monitors, customer sentiment/surveys, etc.) to diagnose performance gaps and works with the representative to improve (discusses and agrees on Monthly Achievement Plan focus areas regularly)Monitor and coach agents to effectively and consistently use Customer Care tools and report any issues to appropriate leader and/or work group   May be required to lead projects and/or process improvement and be responsible for influencing and coordinating with non-direct report resourcesPromotes a professional, team oriented and connected service culture to achieve a complete service interaction: serving, solving and cross-selling (if position requires)Serves as a role model for the team in all aspects of the business and manages day-to-day activities to maintain momentum and a sense of urgency toward desired results. Continually focuses on driving high standards of performance, correcting performance gaps, and working persistently to overcome obstacles to meet or exceed challenging goals  Resolves complex customer complaints and handles issues escalated by team members in a timely manner, including handling escalated customer situations, while identifying and communicating identified trends  Leads team meetings/huddles to cascade information, share best practices, coordinate efforts and communicate changes in relation to products, policies, expectations and performance standards  Communicates customer concerns, trends, issues, sales opportunities, process improvement opportunities and related matters to higher leadership or applicable work groups within the Customer Care team  Remains current on all job-related requirements for self and employees (performance management, attendance, time and labor, required training, new/updated products & services, tools, etc.) and maintains a safe and positive work environment in compliance with all Cox safety policiesSuccessfully performs additional duties as required  

Minimum Qualifications:

High School Diploma/GED and 5 years experience in a related field. The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience1 or more years in a position where duties include leadership and coaching (either formally as a positional leader or informally as a peer mentor or team coach)Excellent proficiency in verbal/written communication, interpersonal, leadership, decision making, multi-tasking, collaboration, change management, enterprise-wide thinking, developing self and others, accountability, sales aptitude, and translating/executing strategyStrong organizational and administrative skillsStrong knowledge of Microsoft Office Suite (Word/Excel/PowerPoint)

Preferred Qualifications:

BA/BS degree in a related field2 or more years supervisory experience3 or more years demonstrated experience coaching for improved performance (formally or informally as defined above)Experience in a position meeting sales goals or coaching people to meet sales goalsExperience working in an environment with a strong customer experience focusExperience in telecommunications industry desired

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.