Full TimeSt. Petersburg, FloridaPosted 10/01/2025Areas of interest: Call Center, Customer Operations, Customer ServiceRequisition Number: 2025-62512COP178
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Job Summary
Serves as the primary contact for the Spectrum Mobile Advanced Activation 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 and takes on additional leadership responsibilities, including executive escalations, process improvements, and team training.
Responsibilities
Customer Support: Provide quality service to internal/external customers via phone related to Activation & Porting.
Repair, Billing & Troubleshooting Issues: Handle full-service and end-to-end repair related questions, issues, and concerns, ranging from general inquiries to complex Activation & Repair issues. Troubleshoot Spectrum Mobile repairs and resolve complex device and mobile phone service issues using all available diagnostic tools and resources.
Executive Escalations & Process Improvements: Address and document executive escalations, including timelines and root cause analysis. Ensure timely and effective resolution of high priority issues. Identify and address process improvements, agent training needs, and system enhancements to improve overall efficiency and customer satisfaction.
Quality Assurance: Conduct quality assurance reviews of Tier 3 agents' calls and offline work distribution. Ensure adherence to company standards and procedures.
Reporting and Analytics: Run reports to ensure offline work is assigned to agents, work assignments and performance metrics. present findings and recommendations to management.
Team Meetings and Cross Dept Collaboration: Organize and lead team meetings. Create and deliver PowerPoint presentations to communicate key updates, training materials. Work across departments to submit escalations and coordinate fixes with relevant agents. Ensure a seamless flow of information and resolution across teams.
Training and Development: Identify training and skill gaps within the team. Provide proactive feedback and recommendations for improvement. Conduct team training sessions to enhance skills and knowledge.
Compliance and Policies: Comply with all company and call center policies and procedures. Ensure team adherence to these standards.
Qualifications
Proficient understanding of billing systems and the ability to troubleshoot issues related to Spectrum Mobile devices, features, and services.
Excellent verbal and written communication skills.
Demonstrated capability to manage and document escalations, encompassing root cause analysis and suggestions for process enhancements.
Exceptional analytical skills for the running of reports and the interpretation of data, facilitating enhancements in performance and process efficiency.
Proficiency in creating and delivering PowerPoint presentations for team meetings and executive communications.
Ability to work collaboratively across departments and effectively manage cross functional escalations.
Comprehensive understanding of mobile activation, repair processes, and account management.
Experience in quality assurance and team training to ensure high performance and continuous improvement.
COP178 2025-62512 2025
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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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We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
