Full TimeSan Diego, CaliforniaPosted 05/06/2025Areas of interest: Customer Operations, Customer ServiceRequisition Number: 2025-53800CCS104
Client Reference Code: 2025-53800
JOB SUMMARY
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.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, 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 QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated verbal and written communication skills
Complex problem solving skills
Demonstrated follow-up skills, accuracy and attention to detail
Proven customer service skills, including positive phone demeanor
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Advanced knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
Works various schedules including holidays
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Served as a Community Solution Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level - 1
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
Job Code : CCS104
2025-53800 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 $20.40 and $36.10. 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.
FCC Unit: 13548Business Unit: Community SolutionsZip Code: 92121
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