Full TimeMorrisville, North CarolinaPosted 04/11/2025Areas of interest: Customer Service, Customer OperationsRequisition Number: 2025-51345COP109
Client Reference Code: 2025-51345
Serves as the primary contact for Customer Service Reliability team questions and customer escalations. Provides superior service and quality experience at every customer touchpoint related to Spectrum’s connectivity services, including complex troubleshooting internet/phone or video service issues and handling basic billing inquiries (I.e., taking a payment, providing account balance, etc.) using internal tools and applications. Responsible for establishing and maintaining professional and positive relationships with customers on behalf of Spectrum and ensuring issues are addressed consistently with company policies and practices. Interacts with other departments to ensure resolution of customer issues and to follow up with customers when necessary. Works independently with minimal supervision. Provides support to front line representatives and assist with customer escalations on complex situations. Works under minimal supervision.
Actively and consistently support all efforts to address customer concerns efficiently within the scope of responsibility with minimal assistance from Lead/Supervisor, while engaging and/or escalating to other departments for quick resolution of customer issues.
Acts as a subject matter expert related to our services, with the capability to navigate efficiently through our workflow processes and use our tools effectively.
Process customer orders in a courteous, efficient, and timely manner. Take ownership of customer experience ensuring complete resolution of customer issues including when engaging other departments for assistance. Effectively present and discuss Spectrum’s products and services. Take appropriate action to address a customer’s concerns or needs, transforming the customer experience.
Maintain a positive attitude, will behave professionally, treating the customer with the utmost respect and dignity. Make every effort to ensure that the customer’s experience is exceptional before ending an interaction with a customer, including scheduling follow up contact to ensure issues are resolved.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Act as an advocate for the customer, working to ensure all issues are escalated to the appropriate organization and are resolved promptly. This may include following up with the customer to confirm resolution and monitoring account post resolution for any additional issues for a period of time.
Support outbound and inbound contact with customers. Convey an image of quality, integrity, and superior understanding regarding services.
Actively participate in learning and development initiatives to remain current and knowledgeable on every aspect of supported products. Participate in quality coaching sessions to ensure learning and development to encourage efficient and effective interactions with customers. Identify internet/phone/video/billing support training and skill gaps and provide feedback and recommendations for improvement.
Facilitate customer issue escalations to local management and other departments as required. Ensure customer education on Charter’s billing and remittance policies and procedures. Accurately document customer account records based on actions taken. Comply with company and call center policies and procedures. Fulfill work schedules as required.
Coordinate and communicate with the Supervisor and/or management team, to ensure efficient operations and customer satisfaction.
Perform other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Effective communication skills
Ability to handle multiple tasks
Demonstrated organization and time management skills
Effective interpersonal skills
Demonstrated proficiency with PCs, Microsoft Windows and general intranet navigation
Extensive knowledge/experience of video repair, internet/phone operations and/or telecommunications call center
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
Job Code : COP109
2025-51345 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.
