Located in El Paso, Texas, the Disability Support team consists of 60 specially-trained customer service representatives who provide specialized care for our residential video and internet products for persons with disabilities.
The El Paso team receives calls from customers across our footprint who identify as having a hearing or vision impairment and need assistance setting up video services (such as audio description – also known as descriptive video service – or DVS and closed captioning), or troubleshooting connectivity issues.
“By ensuring that customer support calls from persons with disabilities are properly handled by agents who are trained to support them, we’re able to better help all of our customers stay connected and enjoy their connectivity services as they choose,” said Christopher Fulton, Group Vice President, Customer Service Call Center Operations.
“We aim to be the best in the industry at serving customers with disabilities,” said Steve R., Vice President, Accessibility. “We have a large number of these customers within our 41-state service area and we want to provide them with the best service.”
Sixty percent of all Americans with vision, hearing and cognitive disabilities live within the designated market areas that overlap our service footprint, as per 2010 Census Bureau data. In fact, each member of the Disability Support team has a personal connection with someone who identifies as having a disability.
“My grandma told me that the one thing she was going to miss now that she is losing her sight was watching her favorite TV program,” said Sandy J., Supervisor, Disability Support. “I was determined to help her and so I set up Guide Narration and descriptive video services. The joy on her face when she was able to enjoy her favorite show again is something I’ll always cherish.”
Spectrum's Customer Operations group has helped centralize the Disability Support team and taken a lead in providing training and ensuring team members are aware of any product changes. Meanwhile, the Accessibility team is working cross-functionally to share disability-inclusive learnings and best practices.
Spectrum residential customers with a disability can receive assistance from the Disability Support team. Customers can call a toll free number (844-762-1301) to directly contact the team.
