Supervisor, Residential Retention

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Full Time Lake Mary, Florida Posted 10/28/2026 Business unit: Sales and Marketing Areas of interest: Call Center Requisition Number: 2026-85669 SRT440

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Looking for a role where your leadership shapes customer loyalty and drives business success? As Supervisor, Customer Solutions at Spectrum, you’ll oversee a team dedicated to retaining valued customers and promoting essential services including Video, Data and Phone. Your guidance and expertise will empower agents to deliver outstanding service and help us reach our goal of becoming America’s leading service provider. Your impact will be felt every day as you help build lasting customer relationships.

How You’ll Make an Impact  

Lead and coach retention agents to ensure customer satisfaction and professionalism during every interaction
Monitor agent performance, provide actionable feedback and support retention goals through regular phone reviews
Educate agents on business rules regarding promotions, credits and service escalations to maintain compliance
Analyze performance metrics and recommend strategies to improve retention rates and agent productivity
Manage agent adherence to call handling metrics including productive time, schedule alignment and after-call work
Instruct agents on competitor products to enable effective side-by-side comparisons with Spectrum offerings
Resolve challenging customer calls and support agents in issue resolution to enhance customer experience

Working Conditions  

Work in an office environment

What You’ll Bring to Spectrum  

Required Qualifications  

Education  

Minimum of associate degree in marketing, sales or related field or equivalent experience

Experience  

3+ years of call center experience in customer service or phone sales

Skills  

Ability to read, write, speak and understand English
Working knowledge of cable communications products and services including TV, internet and telephone
Ability to work variable hours; may include weekends, holidays, and split days off
Ability to use personal computer and relevant software including billing systems
Strong verbal and written communication skills for presenting information
Ability to coach and direct agents to achieve retention and sales goals
Effective communication with employees, customers and suppliers in person, on the phone and in writing
Ability to handle irate customers and resolve issues
Ability to manage multiple projects and tasks
High level of self-motivation
Ability to prioritize and organize tasks
Ability to supervise and motivate others
Proven computer and consumer electronics skills

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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.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you’ll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products. Watch this video to learn more.

Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

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