Full TimeGarfield Heights, OhioPosted 05/21/2025Areas of interest: Call Center, Customer Operations, Customer ServiceRequisition Number: 2025-54953COP178
Client Reference Code: 2025-54953
Spectrum is seeking an experienced Customer Care Lead to support the Spectrum Mobile Team at our Garfield Heights, OH location. The ideal candidate for this position will have experience working in a high volume call center, superior communication and leadership skills.
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. The position does require to work onsite in our call center office.
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:
Required Skills/Abilities and Knowledge
Advanced knowledge of billing systems as well as troubleshooting for Spectrum Mobile devices, features and services Demonstrated verbal and written communication skills Complex problem solving skills Demonstrated follow-up skills, accuracy and attention to detail Demonstrated customer service skills, including positive phone demeanor Works various schedules including holidays Proficiency with PCs, Microsoft Office Suite 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 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:
Preferred Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
Working Conditions:
Office environment
Exposure to moderate noise level
Hours may vary
SPECTRUM CONNECTS YOU TO MORE
Supportive Teams: Learn from managers and work with team-oriented colleagues who want you to grow and succeed
Competitive Pay: Generous pay as your career at Spectrum progresses
Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company
Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
2025-54953 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.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
