Full TimeSan Diego, CaliforniaPosted 06/06/2025Areas of interest: Call Center, Customer Operations, Customer ServiceRequisition Number: 2025-56069COP196
JOB SUMMARY
This position focuses on improving the overall customer experience and handles inbound customer questions while promoting self-service whenever possible. Works under general supervision to provides basic customer support related to Charter services, through web- chat communication tools, including troubleshooting repair issues and responding to basic billing inquiries (taking a payment, providing account balance).
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Troubleshoot and resolve customer video, internet, and voice service & equipment issues while upholding a positive customer experience.
Receive multiple simultaneous messages through web-chat based communication tools and respond to inquiries in a manner that meets quality and performance standards.
Process customer orders in a courteous, efficient and timely manner.
Effectively present and discuss Charter products and services.
Convey an image of quality, integrity and superior understanding regarding services.
Manage customer interactions professionally and efficiently.
Effectively address customer questions, complaints and concerns within the scope of responsibility.
Remain current and knowledgeable on every aspect of supported product.
Sell and upgrade company core Products in accordance with company requirements and Subscriber needs.
Save Subscribers from disconnecting Services whenever possible.
Address advanced technical inquiries using diagnostic tools to get services running smoothly.
Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Participate in quality coaching sessions to ensure efficient and effective interactions with customers.
Keep supervisor informed of any work-related concerns.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to handle multiple tasks
Demonstrated organization and time management skills
Ability to work a variety of work schedules including days, nights, weekends, and holidays
Ability to use PCs, Microsoft Office Suite and general intranet navigation
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Experience working in cable operations and/or telecommunications call center - 1
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
Demonstrated knowledge of computer hardware, software, and operating systems (Windows and Macintosh), networks and servers
Demonstrated ability with hardware installation and networking
Demonstrated ability to configure and troubleshoot internet applications
Ability to configure and troubleshoot internet security software
Preferred Related Work Experience and Number of Years
Previous customer service representative experience
WORKING CONDITIONS
Normal office conditions
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 $30.30. 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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