Overview
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Do you excel at turning challenges into positive experiences and supporting both customers and colleagues? As a Customer Solutions Lead at Spectrum, you will serve as a trusted resource for escalated customer issues and provide guidance to retention representatives, ensuring account accuracy and delivering solutions that keep customers connected to Spectrum’s core services. Your expertise will help maximize customer satisfaction and drive ongoing business success.
How You Will Make an Impact
Serve as the primary contact for escalated customer cases, transforming challenges into positive outcomes while retaining and upselling Spectrum’s video, internet and phone services
Support retention representatives by resolving complex issues using customer-facing applications and clear, customer-friendly language
Accurately document all interactions and account corrections in required systems to ensure timely and precise service
Maintain up-to-date knowledge of Spectrum’s network infrastructure to effectively address and resolve customer concerns
Achieve all productivity, technical and process goals by adhering to Spectrum’s values, policies and procedures
Identify and report trends or issues that may impact customer satisfaction and retention
Working Conditions
Office-based environment
Flexibility to work evenings, weekends, holidays and overtime as needed
May require changes in shift to meet customer needs
What You Will Bring to Spectrum Required Qualifications Education
High school diploma or general education degree required (GED)
Experience
2+ years of customer service or contact center experience
Skills
Read, write, speak and understand English
Confident and friendly demeanor on the telephone and in person
Clear, straightforward and professional communication with customers and colleagues
Superior problem resolution and decision-making skills
Proficiency in Microsoft Office applications
Multitask across systems, products and processes
Capacity to work independently with minimal supervision
Adaptability to quickly research and resolve complex issues with limited information
Knowledge of cable communications products and services including video, internet, home and mobile phone
Preferred Qualifications Education
Associate’s degree, bachelor’s degree or technical/trade school certification
Experience
1+ year as a Residential Retention Representative
Experience with billing software such as CSG or ICOMS
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: Spectrum provides superior communication and entertainment products for residential and business customers. Our offerings include Spectrum Internet®, TV, Mobile and Voice. We also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach.
EOE, including disability/vets. Learn about our inclusive culture.
#J-18808-Ljbffr
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Do you excel at turning challenges into positive experiences and supporting both customers and colleagues? As a Customer Solutions Lead at Spectrum, you will serve as a trusted resource for escalated customer issues and provide guidance to retention representatives, ensuring account accuracy and delivering solutions that keep customers connected to Spectrum’s core services. Your expertise will help maximize customer satisfaction and drive ongoing business success.
How You Will Make an Impact
Serve as the primary contact for escalated customer cases, transforming challenges into positive outcomes while retaining and upselling Spectrum’s video, internet and phone services
Support retention representatives by resolving complex issues using customer-facing applications and clear, customer-friendly language
Accurately document all interactions and account corrections in required systems to ensure timely and precise service
Maintain up-to-date knowledge of Spectrum’s network infrastructure to effectively address and resolve customer concerns
Achieve all productivity, technical and process goals by adhering to Spectrum’s values, policies and procedures
Identify and report trends or issues that may impact customer satisfaction and retention
Working Conditions
Office-based environment
Flexibility to work evenings, weekends, holidays and overtime as needed
May require changes in shift to meet customer needs
What You Will Bring to Spectrum Required Qualifications Education
High school diploma or general education degree required (GED)
Experience
2+ years of customer service or contact center experience
Skills
Read, write, speak and understand English
Confident and friendly demeanor on the telephone and in person
Clear, straightforward and professional communication with customers and colleagues
Superior problem resolution and decision-making skills
Proficiency in Microsoft Office applications
Multitask across systems, products and processes
Capacity to work independently with minimal supervision
Adaptability to quickly research and resolve complex issues with limited information
Knowledge of cable communications products and services including video, internet, home and mobile phone
Preferred Qualifications Education
Associate’s degree, bachelor’s degree or technical/trade school certification
Experience
1+ year as a Residential Retention Representative
Experience with billing software such as CSG or ICOMS
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: Spectrum provides superior communication and entertainment products for residential and business customers. Our offerings include Spectrum Internet®, TV, Mobile and Voice. We also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach.
EOE, including disability/vets. Learn about our inclusive culture.
#J-18808-Ljbffr