Customer Support Representative

About the Role

This customer service role focuses on guiding customers through Spectrum's Community Solutions products and services. You will be responsible for resolving customer inquiries, troubleshooting Video, Internet, and Streaming issues using Spectrum's diagnostic tools, and managing account activation, maintenance, and billing concerns via phone support.

Key Responsibilities

• Resolve customer inquiries and troubleshoot Video, Internet, and Streaming issues using Spectrum's diagnostic tools.
• Manage account activation, maintenance, and billing concerns through phone support.
• Recommend upgrades and solutions based on customer needs to enhance product value.
• Process orders and navigate account management systems for new sales and account updates.
• Facilitate escalations and determine if field visits are necessary for complex issues.
• Contribute ideas to improve the customer experience and build long-term relationships.
• Consistently achieve sales activity goals and maintain current knowledge of Spectrum product offerings.

Requirements & Tech Stack

• Ability to use a personal computer and relevant software, including Microsoft Office Suite and intranet navigation.
• Proficiency in billing systems.
• Spectrum's diagnostic tools.
• Account management systems.

Qualifications

• High school diploma or equivalent.
• Customer service and sales or retention experience.
• Ability to read, write, speak, and understand English.
• Knowledge of Spectrum products and troubleshooting for Video, Internet, and Voice repair.
• Strong verbal and written communication skills.
• Complex problem-solving abilities.
• Quick thinking, goal orientation, ambition, and determination.
• Strong follow-up, accuracy, multitasking, and attention to detail.
• Positive phone demeanor and excellent customer service skills.
• Preferred: 1+ years working in cable operations or telecommunications call center.
• This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.