Full TimeGreensboro, North CarolinaPosted 09/17/2025Areas of interest: Call Center, Customer ServiceRequisition Number: 2025-61932COP154
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Serves as the primary contact for the Community Solutions team as well as any customer escalations. Provides expert support as it relates to troubleshooting Bulk/MDU offerings, technical requirements and billing information. Works under minimal supervision.
Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, mediation, enhancement, troubleshooting and, when required, de-activation.
Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
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 Skills/Abilities and Knowledge
Advanced knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
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 Community Solution Representative, 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
Preferred Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
COP154 2025-61932 2025
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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FCC Unit: 13530Business Unit: Community SolutionsZip Code: 27409
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
