This month, we are excited to introduce Valerie, a Field Operations call center specialist who blends customer and technical support to provide seamless troubleshooting. Here’s what she told us about her experience at Spectrum.
Tell us about what you do and how long you’ve been at Spectrum. I’m currently a level 2 Day of Job (DOJ) Representative. I have been in this positions almost two years, but have spent a total of 4 years within the dispatch department and six years with the company. In my job I’m responsible for assisting all residential and commercial technicians when they have minor to complex issues and need expert backup. I use the required tools and resources to properly provision and activate cable, high speed data, and phone services.
What motivates you in your role? I enjoy my role as a DOJ agent because it allows me to do what I love the most, which is troubleshooting. I considered myself extremely technical and enjoy finding the piece to the puzzle that will lead to resolving the customer’s issue. It is very rewarding to know that I'm able to help the technicians and the customers in this way.
What’s the work environment like? And your team? My office is a high-intensity, fast-paced environment that requires us to be focused, hard-working, driven individuals. You need to have the ability to multitask and toggle through multiple tools to find a resolution for any technical issues that may arise. My colleagues and leadership are AMAZING. Everyone works together and we often lean on each other to resolve all technical issues efficiently and effectively.
Do you have a favorite anecdote about helping your customers? I have multiple favorite stories, but if I had to choose it would be when I helped an elderly customer whose phone was out. Because of that, she was unable to contact her husband, who was in the hospital. She had no other means of communication and so she had to use her neighbor's phone to contact Spectrum to advise us that her phone wasn't working. I was able to calmly and clearly walk her through the proper troubleshooting steps to restore her phone service. The customer was extremely grateful and expressed how happy she was that her service was back working, and I felt good knowing she could contact her husband while he was in the hospital.
What do you like best about working at Spectrum? The best thing about working at Spectrum is that there are endless opportunities to grow and advance. I also feel that Spectrum is making a difference with all the volunteer programs they offer and that we can take part in to assist customers in need.
How do you see your future at Spectrum? I see a bright future for myself with Spectrum. I believe if you put your best foot forward that the opportunities will be endless and rewarding. I remain committed to the many goals that I am still working to accomplish and looking forward to see where I will be a year from now. Spectrum has taught me that it takes sacrifice and determination to bypass the status quo in order to be successful.
Thank you to Valerie for keeping our technicians supported and our customers connected! We appreciate everything our call center support professionals do to keep services running smoothly across our 41-state footprint. To learn more about the DOJ and to find open roles, click here.