Manager – Customer Retention

Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years’ experience; a Ph.D. and 1 year experience in a related field; or 10 years’ experience in a related field
1+ year of experience in management or lead role
Ability to effectively motivate and engage direct reports to achieve and surpass regional goals
Demonstrated ability to coach and develop
Proven ability to execute tactical goals in support of national strategy and vision
Excellent interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout organization
Strong quantitative, analytical, and conceptual thinking skills and an attention to detail
Excellent verbal and written communications as well as effective time management skills
Demonstrated ability to develop and maintain positive working relationships with internal and external customers and quickly adapt to changes in process, requirements, goals, and organizational change
Available to work flexible schedules, including rotating on-call positions, nights, weekends, and holidays
Requires strong knowledge of Microsoft Office Word, PowerPoint, Excel, and Outlook

Manages, coaches, mentors, develops and provides support to Customer Retention staff
Ensures training needs are met so that Cox is providing best in class service to customers while resolving customer concerns, overcoming customer objections and retaining customers and revenue
Monitors all performance metrics on an ongoing basis to ensure success and continuous improvement in each of them
Consistently delivers upon leadership commitments to conduct one-on-one meetings with team members that include meaningful career development coaching and conducts regularly scheduled staff meetings
Identifies causes of customer dissatisfaction and develops strategies to ensure the organization’s goals regarding satisfaction of customer expectations are being met
Evaluates team’s performance in terms of productivity and quality to insure objectives are met
Ensures consistency of monitoring, coaching and content of methods and procedures
Maintains relationships with other operating units to maximize the effectiveness of Customer Retention efforts
Oversees staff training plans and timelines and ensures professional development for team members
Develops or contributes to the development of an operating plan and budget and manages expenses within a budget or as part of a larger budget
Perform other related duties as required