Supervisor, Service Activation

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

Responsible for coaching, development and supervision of a team of Service Activation Representatives. Accountable for meeting and exceeding established objectives.

Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.

Oversees the daily operations of the Service Activation Team, provide staff guidance and support to attain quality customer service.

Provides both ongoing training and training for newly hired Service Activation Agents.

Minimize the escalation of customer complaints and work to retain lost sales.

Trains and evaluate departmental personnel to comply with set standards in providing customer service.

Provides guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provides instruction on troubleshooting techniques including escalation procedures to be used with business partners.

Generates reports for management as required.

Hires, evaluates, coaches and counsels' personnel in the performance of their duties.

Responsible for the development and ongoing performance management of assigned personnel

Interfaces with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.

Performs other duties as requested by the supervisor.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to prioritize and organize effectively

Ability to supervise and motivate others

Ability to use personal computer & software applications

Ability to work independently in group environment

Ability to effectively address/resolve customer complaints and issues

Ability to work while seated for prolonged periods of time, high call volume

Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone)

Knowledge of general accounting & billing procedures

Knowledge of office procedures and Company policies

Knowledge of service troubleshooting

Knowledge of residential product information, packaging, pricing and current offers

Required Education

College course work in business or related field or equivalent experience

Required Related Work Experience and Number of Years

Customer service experience/Supervisory Experience - 5

Telephone, Video, High Speed Data experience - 4

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Ability to maintain confidentiality

Ability to make decisions and solve problems while working under pressure

Ability to prioritize and organize effectively

Knowledge of the cable industry - products and services

Preferred Education

Preferred Related Work Experience and Number of Years

Supervisory or leadership experience - 5

WORKING CONDITIONS

Office environment

Flexible work schedule may be required

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CSU403 2026-80996 2026

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.

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