Job Description

Spectrum maintains our 32 million customers by offering trailblazing products and services. Our goal is not only to exceed the expectations of our users, but our employees too!

Spectrum\'s Customer Service Representative team works directly with our customers, focusing on their needs and keeping them informed of all things Charter. It\'s a communication-focused job that allows you to showcase your real-time problem solving skills. You\'d be joining a positive team with quality expectations that values partnership, long-term career growth, and great work-life balance.

BE PART OF THE CONNECTION

As a Spectrum Business Lead, your focus is serving as the primary contact for Representative support or customer escalations for billing, internet, phone and video. You\'ll work to resolve issues and establishing positive relationships with customers. It\'ll be a highly collaborative team environment, colleagues supporting customers as well as each other!

WHAT OUR SPECTRUM BUSINESS LEADS ENJOY MOST

• Interacting with internal and external customers
• Working with and learning from an experienced supervisor
• Identifying training and skill gaps then suggesting recommendations to management
• Problem solving on the fly

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Interacts effectively with internal and external customers regarding products and services.
• Assists representatives with customer questions/escalations in a timely, thorough and efficient manner.
• Effectively presents and discusses Charter\'s products and services.
• Manages representative and customer interactions professionally and effectively.
• Coordinates and communicates with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
• Remains current and knowledgeable on every aspect of supported product.
• Complies with all company and call center policies and procedures.
• Accurately documents customer account records based on actions taken.
• Fulfills work schedules as required.
• Identifies training and skill gaps, and provide proactive feedback and recommendations for improvement.
• Performs other duties as assigned.

WHAT YOU\'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Customer Service Representative: 1 year, Cable operations or telecommunications call center
• Education: High school diploma or equivalent
• Technical Skills: Knowledge of internet, phone, and telecommunications call center operations
• Skills: Effective written and verbal communication
• Knowledge: Successful completion of a minimum of 1 year as a CSR, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level Experience in cable operations and/or telecommunications call center

Preferred Qualifications

• Strong organization and time management
• Ability to multitask
• Proficiency with PCs, Microsoft Windows, and general intranet navigation

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees\' careers as they move up or around the company
• Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas
• Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
• Total Rewards: See all the ways we invest in you-at work and in life

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CCM107 9 2023

Here, employees don\'t just have jobs, they build careers. That\'s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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 Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet , TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you\'re joining a strong community of more than 93,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
Who You Are Matters Here We\'re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.

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