Full TimeEl Paso, TexasPosted 07/11/2025Areas of interest: Customer Operations, Information TechnologyRequisition Number: 2025-57812CBI185
Serves as the primary contact for Chat Repair Agents answering questions and handling customer escalations. Provides expert support as it relates to troubleshooting any Internet, Video or Voice issues. Works under minimal supervision.
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Assists agents with account activation, troubleshooting and maintenance, billing disputes, problem solving, account modification or repackaging and required deactivation, of customer service when necessary
Functions as a resource for agents that need help with system navigation, guidance on best practices, resolving issues, training, and direction for less experienced staff
Demonstrate specialized knowledge and trouble shooting skills necessary to handle difficult technical support activities which are non-routine and require deviation from standard screens, scripts and procedures
Effectively present and discuss Charter’s products and services.
Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
Remain current and knowledgeable on every aspect of supported product.
Handle escalations/complex chat-based interactions with customers.
Serve as liaison between Chat Repair and other departments to resolve customer issues
Comply with all company and call center policies and procedures. Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
Perform other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English and Spanish
Applies judgment in analyzing and resolving issues
Exhibits in-depth technical knowledge of Spectrum products and services
Skilled in deescalating customer situations
Must have excellent verbal and written communication skills
Must be efficient with time management, organizational skills and handling multiple tasks concurrently
Ability to handle multiple tasks
Advanced knowledge/experience of internet/phone operations and/or telecommunications call center
Excellent interpersonal skills Proficiency with PCs, Microsoft Windows and general intranet navigation
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
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
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.
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