Customer Service Chat Lead
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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.
The base pay for this position generally is between $20.00 and $33.10. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
Are you looking for an exciting new leadership opportunity? Do you like helping others? Are you ready to take the next steps in your career here at Spectrum? Do you want to feel the reward of having a positive impact on your team and the center as a whole? Would you like more development opportunities to available to you? Joining our Lead team is the optimal way to move your career forward!
Now is the time to make the right move in your career!
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.
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
- Advanced knowledge of billing systems as well as troubleshooting for Spectrum Mobile devices, features and services
- Excellent verbal and written communication skills
- Complex problem solving skills
- Strong follow-up skills, accuracy and attention to detail
- Excellent customer service skills, including positive phone demeanor
- Works various schedules including holidays
- Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Education
- High school diploma or equivalent
Related Work Experience
- 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
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.
The base pay for this position generally is between $20.00 and $33.10. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: 13556 Business Unit: Customer Operations
Zip Code: 14620
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.