This month, we are excited to feature Day of Job Representative Genesis as our Employee Spotlight! In two short years with this essential Field Operations technical support team, she has learned new skills and advanced her career. Here's what she told us.
How long have you been with Spectrum and in this position? I have been working for Spectrum for two years. I started as a Day of Job (DOJ) Representative 1, and five months later became a DOJ Representative 2.
How would you describe what you do as a Day of Job Representative? As a DOJ Representative 2, I assist the Field Technicians who are on-premise at our customers’ homes or businesses to activate the customers’ services. If the Field Techs have any issues during the install process, they can call our department and we will assist them. For example, if a technician has issues with the internet connection, if there's no picture on the cable boxes, or if phone service is not activating, we send signals and go through any troubleshooting steps we can to get the services working and create happy customers. I have really enjoyed this journey. It is a different face of customer service that I hadn't experienced before.
What’s special about your team? Working with my colleagues, helping them and knowing the technicians are thankful to have DOJ support—we are all a team and we all work together. My coworkers are very friendly and very helpful. The management is very helpful as well, always willing to listen and try to help us in any way possible or help us feel comfortable with the work environment.
Are there any stories you would like to share about working in the Day of Job team? I helped a technician once who told me he had spent two hours trying to get the customer’s internet to work. He was getting frustrated, so I told him to calm down and that I has going to help him. It took us another hour, but eventually we got it working. He thanked me so much and told me that he appreciated what I did and the time that I put into helping him. That for me is very rewarding.
What is the best thing you have experienced working at Spectrum? I have learned a lot working at Spectrum. They appreciate their employees, they always try to motivate us to be the best version of ourselves, and they give you the material you need to do the job. What I like the most is that there is a lot of room to grow, and if there is a position available in the department you are in they will let you know. We are a big family here at Spectrum. We want happy customers and for more people to join this family.
Thank you for sharing your story with us, Genesis! We congratulate you on advancing your career and thank you for providing such top-notch technical support to your extended team. We know they appreciate your dedication, and so do we!
To learn more about the Day of Job Representative role, click here!