Enterprise Resolution Manager

Welcome to the world of Charter Communications, where innovation meets customer satisfaction. We are currently seeking an Enterprise Resolution Manager to join our dynamic team. As an Enterprise Resolution Manager, you will be responsible for overseeing the resolution of complex customer issues and ensuring customer needs are met with the highest level of service. This role requires a strong leader with excellent communication skills and a passion for problem-solving. If you are looking for a challenging and rewarding role within a fast-paced and growing organization, then this may be the perfect opportunity for you. Join us and be a part of shaping the future of telecommunications.

1. Oversee the resolution of complex customer issues to ensure timely and satisfactory resolution.
2. Act as a leader and mentor to a team of customer service representatives, providing guidance and support in handling complex customer complaints.
3. Monitor and analyze customer service metrics to identify areas for improvement and implement strategies to enhance customer satisfaction.
4. Communicate with customers to gather feedback, address concerns, and provide updates on the status of their issues.
5. Collaborate with various departments, including technical support and sales, to address and resolve customer issues.
6. Develop and implement best practices for handling customer complaints and escalations.
7. Train and onboard new team members to ensure consistent and effective resolution of customer issues.
8. Stay updated on industry trends and competition to provide recommendations for improving customer service processes.
9. Maintain a high level of professionalism and empathy when dealing with upset or dissatisfied customers.
10. Continuously seek ways to improve customer satisfaction and retention rates.
11. Adhere to company policies and procedures and ensure the team does the same.
12. Provide regular reports and updates to upper management regarding team performance and customer satisfaction levels.
13. Handle any other duties and responsibilities assigned by the supervisor.

According to JobzMall, the average salary range for a Enterprise Resolution Manager in Charlotte, NC, USA is $68,000 - $90,000 per year. However, this can vary based on factors such as experience, education, and specific job duties.

Charter Communications, Inc. is an American telecommunications and mass media company that offers its services to consumers and businesses under the branding of Spectrum. Providing services to over 26 million customers in 41 states, it is the second-largest cable operator in the United States by subscribers, just behind Comcast, and third largest pay TV operator behind Comcast and AT&T. It is the fifth largest telephone provider based upon residential subscriber line count.