Regional Support Center Rep

Louisville, Kentucky

Field Operations is a collaborative network of specialists whose tools and insight create and maintain a seamless customer experience. Our call center specialists are adaptable troubleshooting professionals. In a fast-paced environment, they excel at guiding their internal and external clients through the processes that get systems and services running smoothly. If you're comfortable multitasking—communicating with your client while simultaneously cross-checking multiple apps and programs—you'll find hands-on and research-rich opportunities. Grow your experience with cutting-edge telecommunications and entertainment technology and take your customer service career to the next level.

  • Full Time
  • Job Level: Entry to Midlevel
  • Tech Savvy

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Success Profile

What makes you a successful Representative in Field Operations at Spectrum?
Check out the top traits we’re looking for and see if you have the right mix.

  • Adaptable
  • Problem Solver
  • Team Player
  • Multi-Tasker
  • Results-Driven
  • Tech Savvy

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Hear from Our Team

The best thing is how much opportunity there is to grow. I transferred as a Rep I, achieved Rep II in four months, and earned multiple performance awards as an agent in that year. In a year and a half total, I was promoted to Rep III and have worked on multiple projects to help my department, bringing hard work, dedication, and excellence to every task.

Jacob, Representative III

The work environment is a fast-paced, diverse, goal-oriented and ever-changing call center. You can constantly grow and develop new skills, new knowledge, and your career.

Lisa, Supervisor

Rewards

Spectrum wants to help you get more out of life and take care of things outside the office to make life a little easier. We provide:

  • Health Insurance

    Medical (including prescription drug, dental and vision), life, and accidental death and dismemberment (AD&D) coverage

  • Paid Time Off

    Paid vacation, sick time, personal days, and holidays

  • Retirement Savings

    Build your 401(k) with a company match and additional company contributions

  • Career Progression

    Advancement is a very real and achievable goal

  • Tuition Reimbursement

    We support continuing education for personal and professional growth

  • Discounted Services

    Access company services at little to no cost, where available

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Responsibilities

Date posted 08/05/2022 Business unit: Field Operations Requisition Number: 319039BR Area of Interest: Call Center, Field Operations Position Type: Full Time
What is your goal?​
You enjoy making connections, streamline processes, and making things work better. For you, it’s all about organization, efficiency, and clear communication. You find opportunities to optimize everywhere, whether it’s a schedule or a quicker route. If you don’t know how, you love to figure it out. Your attention to detail, your focus, and your patience help you troubleshoot service issues, talking customers through fixes you can make together over the phone. Being thoughtful about methods helps you ramp up productivity and real-time job routing. If you’re eager to learn new skills and apps, here you can gain entry into the fast-evolving communications technology industry.

What is the Regional Support Center Representative I role?
As a Regional Support Center (RSC) Representative, you simplify and enhance the customer experience. You make a real difference for your team and customers by making technicians’ schedules clearer, getting people to the right places quickly, and back-filling to repair schedule gaps and complete budgets. As a dispatch strategist, you’ll have a range of workforce management programs to help improve internal efficiency and productivity. You will guide techs through high-speed data and phone connects and reconnects and assign other work-order-based tasks to the appropriate fulfilment teams. Accurately completing work orders, customer service histories, service call reports and tracking service issues will help you recognize performance patterns and when to recommend individual or departmental training.

It’s about learning and growing
Our fully paid training, including classroom development and partnered on-the-job learning, takes about six weeks. In that time you’ll learn billing applications and procedures, workforce management software, and how to measure tech performance and job completion timing to increase productivity. We make sure you get all the preparation and support you need to succeed.

With a deliberate path to success
With several clear paths to promotion, advancement is a very real and achievable goal. We offer a clear career progression you can actually see in your team. As you complete more training courses, you can move to the next RSC level, just like all of our supervisors and managers who started as RSC Reps themselves.

What’s required to get started?
The minimum requirements for the Regional Service Center Representative 1 role are:

  • A year of customer service or technical troubleshooting experience; dispatch or workforce management preferred
  • Flexibility to work weekend, early morning, or night shifts
  • Discretion and an ability to maintain confidentiality of sensitive information
  • A cool head to help you succeed in a fast-paced, high pressure environment, making decisions and solving technical problems
  • Comfort multitasking, using multiple software programs and exhibiting good prioritization skills during simultaneous projects and tasks
  • Good communications skills, including basic proficiency in Microsoft Office, including Word, Excel, etc.

Education
High School Diploma or equivalent related work experience

TDP121 319039 319039BR

Our Commitment During COVID-19

Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us

Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here

We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.

FCC Unit: 13536 Business Unit: Field Operations Controlling Establishment ID: RegionSupport Center TDP121 Apply Now Apply Later

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