Rep, Residential Customer Solutions Mobile (Bilingual)
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
The Mobile Customer Retention Representativeplays a critical role in supporting customer loyalty and long-term satisfaction by delivering exceptional service and consultative solutions across Spectrum’s full suite of products and services, with a primary emphasis on Spectrum Mobile. The role engages directly with customers to resolve concerns, strengthen product value, and identify opportunities to retain and deepen customer relationships through personalized service and solution-based selling.
Major Duties and Responsibilities
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Demonstrate a high level of customer satisfaction, professionalism, and courtesy in every customer solutions interaction. Use active listening, clear and respectful communication, follow call flow and customer service standards.
- Consistently achieve weekly and monthly Customer Solutions performance goals by applying call flow standards and maintaining activity levels that support measurable results.
- Respond to Mobile customer solutions calls promptly and consistently meeting call‑handling performance expectations. Assist customers with questions related to billing, pricing, packaging, service concerns, account maintenance, and general product support.
- Present and explain Spectrum’s full portfolio of products and services, including Spectrum Mobile, Internet, TV, Voice, and other applicable service offerings to resolve customer concerns using customer-friendly communication and solutions-focused problem-solving with a strong emphasis on mobile solutions.
- Demonstrate proficiency in positioning Spectrum Mobile products and services, including wireless plans, devices, features, and service options, to support customer retention and re-sell opportunities.
- Maintain knowledge of competitor pricing, packaging, and products to effectively compare offerings and strengthen customer retention outcomes.
- Process customer transactions accurately within billing and order management systems, including retained accounts, account lookup, account updates, and new sales order entry.
- Identify opportunities to upsell products and services by understanding customer needs and offering tailored solutions, contributing to increased sales and customer satisfaction.
- Perform other duties as requested by leadership.
Required Skills/Abilities and Knowledge
- Ability to communicate in a clear, professional, and customer-focused manner.
- Ability to build rapport, overcome objections, and retain customers through solution-oriented conversations.
- Ability to work effectively in a fast-paced, metrics-driven call center environment.
- Ability to learn and apply billing, account management, and order entry systems and related tools.
- Knowledge of sales practices, customer retention techniques, and service recovery methods.
- Working knowledge of Spectrum products and services, especially mobile offerings, preferred.
- Knowledge of competitor wireless, internet, video, and voice products and services preferred.
- Bilingual - Spanish
Education
- High school diploma or equivalent required.
Preferred Related Work Experience and Number of Years
- 2+ years Call center sales experience preferred
Working Conditions
- Works in a structured call center environment.
- Required to manage multiple systems and applications while handling customer interactions.
- May be required to work a flexible schedule, including evenings, weekends, and holidays, as business needs dictate.
#LI-NI1
Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
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