Job Summary
Serves as the primary contact for the Spectrum Mobile team as well as any customer escalations. Provides expert support as it relates to troubleshooting Spectrum Mobile offerings, technical requirements and billing information. Works under minimal supervision.
Major Duties and Responsibilities
• Responsible for providing quality service to customers via phone in account management, maintenance, billing, problem solving, enhancement, and troubleshooting.
• Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Spectrum Mobile repairs by troubleshooting with customers to resolve difficult issue with device and mobile phone services utilizing all available diagnostic tools and resources
• Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
• Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
• Manage representative and customer interactions professionally and effectively.
• Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
• Effectively present and discuss Charter’s products and services.
• Remain current and knowledgeable on every aspect of supported product.
• Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
• Comply with all company and call center policies and procedures.
• Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
• Ability to perform other duties and/or projects as assigned
Required Qualifications
• Advanced knowledge of billing systems as well as troubleshooting for Spectrum Mobile devices, features and services
• Excellent verbal and written communication skills
• Complex problem solving skills
• Strong follow-up skills, accuracy and attention to detail
• Excellent customer service skills, including positive phone demeanor
• Works various schedules including holidays
• Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Education
• High school diploma or equivalent
• Related Work Experience
• Successful completion of a minimum of 1 year as a Spectrum Mobile, or other Charter Core Service Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level
• Experience in cable operations, mobile and/or telecommunications call center
Preferred Qualifications
• Ability to effectively train and offer guidance to other representatives
Working Conditions
• Normal office environment
Job Code : CAM118
2024-45716
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.
The base pay for this position generally is between $20.00 and $33.10. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
FCC Unit: 13531 Business Unit: Customer Operations Zip Code: 12303
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