Customer Experience Specialist

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Full Time Town of Stamford, Connecticut Posted 04/01/2022 Business unit: Customer Operations Areas of interest: Customer Operations, Operations Support, Research/Analysis Requisition Number: 307919BR CSU320
JOB SUMMARY
The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service.

The Digital Service & CX Specialist is an experience designer who will participate in creating and driving the adoption of industry-leading experiences covering key customer touch points while enjoying all Spectrum products and services including internet, cable, phone, and mobile. These experiences include using and troubleshooting products and services, managing appointments, and proactively informing customers about outages and equipment status.

The experience designer is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting. Additionally, the designer will participate in evaluating emerging technologies that contribute to Charter’s vision to drive best in class digital self-service.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter’s implementation is industry-leading.

Support the integration of new products and services, regulatory requirements, tools, and technologies into existing operations.

Educates and socializes the Digital Service & CX strategy to internal and external partners.

Support the definition of requirements and test plans.

Perform other duties as required.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability analyze and synthesize data
Ability to understand and projects
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Ability to thrive in a team environment and works well with others, as well as independently to complete task
Ability to prioritize and organize effectively
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to show judgment and initiative and to accomplish job duties
Passion for customer centric solutions to deliver best in class customer experience
Document, prepare and present processes and procedures
Partner with internal and external stakeholders


Required Education
Bachelor’s degree in Business Administration or related field or equivalent experience


Required Related Work Experience and Number of Years
2+ years of Business analysis experience
2+ years of Telecommunications and/or experience with technology/software products
1+ years of Product management experience


WORKING CONDITIONS
Office environment
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays CSU320 307919 307919BR

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 93,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. 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. EOE, including disability/vets. Learn about our inclusive culture.

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