Full TimeSan Diego, CaliforniaPosted 04/02/2025Areas of interest: Call Center, Customer Operations, Customer ServiceRequisition Number: 2025-51141CBI142
Client Reference Code: 2025-51141
JOB SUMMARY
The Community Solutions Repair & Billing Rep. BL role provides basic customer support related to Spectrum’s products and services. The successful Community Solutions Repair & Billing Representative BL will have an in-depth knowledge of the Spectrum Community Solutions offerings, technical requirements and billing information. Representatives handle Video, Internet and Voice repairs by troubleshooting with customers. Additionally, the role requires evaluation and discussion of the features & benefits of our products and services to upgrade new, existing, and former customers. The Community Solutions Representative will provide account management support by establishing rapport and building value on the appropriate solution by educating our customers. Interface with residents & property owners to identify needs and recommend customer centric solutions.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Responsible for providing quality service to customers via phone in account activation, maintenance, and billing, problem solving, and troubleshooting.
Handle 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.
Handle full service end to end for billing related questions, issues and concerns, including inquiries about payments, bills, pricing and packaging, and service complaints.
Remain current and knowledgeable on every aspect of supported products.
Ability to learn and master order processing within the billing system regarding all aspects of accounts- new sales order entry, account lookup, and other tools and functions as they relate to account management
Facilitate customer issues escalations to local management/support as required. Determine necessity for field visits.
Contributes ideas to leadership on improvements to the customer experience.
Respond to all calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.
Help create long-term relationships between the company and the customer through excellent customer service and interactions
Maintain knowledge of all customer campaigns/pricing.
Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency, while maintain a high level of customer satisfaction, professionalism and courtesy.
Ability to perform other duties and/or projects as assigned
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, and speak the English and Spanish language to communicate with employees, customers, and suppliers in person, on the phone, or by written communication in a clear, straight-forward and professional manner.
Knowledge of our products in order to effectively troubleshoot for Video, Internet and Voice repair
Knowledge of billing systems
Excellent verbal and written & interpersonal communication skills
Complex problem solving skills
Quick thinker, likes challenges, goal oriented, ambitious, determined and self-confident
Strong follow-up skills, accuracy, multitasking and attention to detail
Excellent customer service skills, including positive phone demeanor
Works various schedules including holidays
Ability to use personal computer and appropriate software applications to include billing system and other role-related tools, 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+
Customer service and sales/retention experience
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
WORKING CONDITIONS
Normal office condition
Job Code : CBI142
2025-51141 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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