Lead Spectrum Business
Date posted 09/11/2019
Requisition Number: 248814BR
Location: United States - Kentucky - Louisville
Area of Interest: Customer Operations, Customer Service, Technical Support
Position Type: Full Time
Serves as the primary contact for Representative support or customer escalations for billing, internet, phone and video.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Interact effectively with internal and external customers regarding products and services.
Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
Effectively present and discuss Charter’s products and services.
Manage representative and customer interactions professionally and effectively.
Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
Remain current and knowledgeable on every aspect of supported product.
Comply with all company and call center policies and procedures.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
Perform other duties as assigned.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Strong communication skills
Ability to handle multiple tasks
Strong organization and time management skills
Excellent interpersonal skills
Proficiency with PCs, Microsoft Windows and general intranet navigation
Advanced knowledge/experience of internet/phone operations and/or telecommunications call center
High school diploma or equivalent
Related Work Experience
Successful completion of a minimum of 1 year as a CSR, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level
Experience in cable operations and/or telecommunications call center
Skills/Abilities and Knowledge
Previous customer service representative experience
Normal office conditions
FCC Unit: 13536
Business Unit: Customer Operations
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
A Day in the Life
Curious about a typical day as a Spectrum employee? Check out these stories of how our people spend their day. Hear stories and watch original video featuring members of our team.
Connect with us
Stay in the loop about everything that’s going on at Spectrum. Get information about local openings and hiring events delivered right to your inbox. You can even upload your resume so we can match you with new opportunities.