Full TimeSan Antonio, TexasPosted 08/05/2025Areas of interest: Customer Operations, Customer ServiceRequisition Number: 2025-59164CSD105
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
JOB SUMMARY
The Serviceability Specialist will provide support to the Care Organization, the Field Operations Organization, and customers, and will act as a liaison to present accurate and informative determinations regarding the service availability of residential and commercial locations. The Serviceability Specialist I will work in a high call volume, fast paced environment with the necessity to multi-task. This position will also require accurate data entry into the billing systems and other supporting systems/databases.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Use investigative research and effective listening skills to obtain all necessary information needed to process serviceability requests within Charter’s footprint.
Explain findings and information related to the serviceability inquiry in an informative, clear, concise and easy to understand manner that can be easily conveyed to a customer. Foster a cooperative learning environment that further empowers our representatives with an increased knowledge base conducive to more timely resolutions and positive customer experiences.
Use multiple tools and resources to accurately build and proactively maintain addresses in the billing databases and follow company protocol and business rules, and actively support a one call resolution.
Use effective communication to build rapport and collaborate with appropriate management levels in various departments throughout the Charter organization on behalf of the customer to obtain resolutions for serviceability.
Consistently meet/exceed departmental goals and business objectives to maintain accountability and develop opportunities.
Effectively multi-task and perform various reporting responsibilities while managing the inbound phone queue, email requests, and outbound follow-up calls.
Maintain and protect high security information to protect Charter as well as our potential customers.
Use personal skills, relationships, and company tools to complete projects and accomplish goals, regardless of obstacles.
No Supervisory responsibilities with this position.
Perform other duties as requested or assigned by leadership.
Must be available to work outside of normal work hours as needed.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to multi-task
Ability to prioritize and organize effectively
Ability to show sound judgment, take initiative and to accomplish job duties
Ability to use personal computer and software applications (word processing, spreadsheet, etc.)
Ability to work independently
Ability to be detail-oriented and with a high degree of accuracy
Ability to work while seated for prolonged periods of time
Ability to stay organized and remain calm under pressure
Knowledge of cable billing, cable operations, cable accounting procedures
Knowledge of cable television products and services
Required Education
High School Diploma or equivalent
Required Related Work Experience and Number of Years
Call center customer service - 1
Cable or related telecommunications/broadband industry - 1
Cable industry software experience
WORKING CONDITIONS
Call Center Environment
Travel 10%
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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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