Full TimeMorrisville, North CarolinaPosted 04/24/2025Areas of interest: Customer ServiceRequisition Number: 2025-52056COP103
Client Reference Code: 2025-52056
Provides exceptional service and quality experience at every customer touchpoint related to Spectrum’s connectivity services, including moderately complex troubleshooting internet, video, and/or voice service issues and handling basic billing inquiries (I.e., taking a payment, providing account balance, etc.) using internal tools and applications. As a primary contact for customers, this position must meet the critical requirements of conveying a sense of empathy and confidence in the company’s ability to resolve issues and properly handling requests. This position requires the employee to have tact, sensitivity, and the ability to retain and absorb new information related to Spectrum’s services. Interacts with other departments to ensure resolution of customer issues and to follow up with customers when necessary. 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.
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
Process customer orders in a courteous, efficient, and timely manner. 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, 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.
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.
Facilitate customer issue escalations to local management and other departments as required.
Accurately document customer account records based on actions taken.
Comply with company and call center policies and procedures. Fulfill work schedules as required.
Perform other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Manage multiple customer interactions professionally and efficiently
Ability to handle multiple tasks
Demonstrated organization and time management skills
Demonstrated interpersonal skills
Proficiency with PCs, Microsoft Office Suite and application navigation
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Customer service experience – 1
Fulfilled Career Progression requirements
Experience providing technical support to external customers
Preferred Related Work Experience and Number of Years
Previous customer service/technical support experience
Working in cable operations and/or telecommunications experience
Call Center experience
Physical Requirements
Position requires sitting for long periods
Job Code : COP103
2025-52056 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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