Lead Enterprise Client Service Representative, Spectrum Business
Spectrum Business1, Charlotte, NC, United States
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 navigating complex scenarios and supporting teams with your expert knowledge? As a Lead Client Services Representative at Spectrum, you will be the trusted resource for process, product and policy questions, resolve escalations and guide the team through challenging cases. Your leadership and technical skills will ensure smooth operations, accurate account management and outstanding service for our clients.
How You Will Make an Impact
Serve as the team’s subject matter expert for policies, processes, products, pricing and tools, supporting representatives with complex scenarios
Assist Client Services Representatives to ensure work types are accurate, complete and compliant with sales, pricing and capital policies, and entered into CRM systems promptly
Monitor sales and CRM systems for activity funnels and team performance against service level objectives, taking action to ensure targets are met
Lead observation sessions and coach Sales Operations Specialists on systems and processes to build team expertise
Respond to customer questions and escalations efficiently, providing thorough assistance and fostering positive interactions
Identify system and order defects across CRM, billing and other platforms, report issues to leadership and assist with order triage and resolution
Coordinate with the Call Center Supervisor to maintain operational efficiency and customer satisfaction
Conduct Operational Readiness Testing and User Acceptance Testing for project deployments and assist with special projects
Document customer account records accurately and perform complex departmental analyses
Identify training and skill gaps, delivering feedback and recommendations to strengthen team performance
Remain current on supported products and comply with all company and call center policies
Working Conditions
Normal office environment
Flexibility to work extended hours
What You Will Bring to Spectrum Required Qualifications Education
Bachelor’s degree in a related field or equivalent combination of education and experience
Experience
4 + years of sales support or customer service experience
4 + years of commercial (B2B) sales and CRM platform experience (Salesforce, Siebel or similar)
4 + years of commercial (B2B) billing platform experience (CSG, ICOMS, Oracle or similar)
3 + years of customer service representative experience
2 + years of data entry experience
Skills
Read, write, speak and understand English
Strong computer skills including proficiency in Excel, PowerPoint and Word
Excellent communication, organization and time management abilities
Advanced skills with PCs, Microsoft Windows and intranet navigation
Expertise in internet, phone operations or telecommunications call center environments
Advanced ability to build complex orders and select accurate Salesforce and billing codes
Critical thinking skills for solving highly complex problems beyond standard procedures. Sound Judgement and decision-making abilities
Skill in identifying and resolving order errors, system defects and coordinating triage across departments
Strong customer orientation with responsiveness and effective issue tracking
Build relationships across the organization and manage multiple initiatives independently
CAM106 2026-70938 2026
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.
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.
#J-18808-Ljbffr
Do you excel at navigating complex scenarios and supporting teams with your expert knowledge? As a Lead Client Services Representative at Spectrum, you will be the trusted resource for process, product and policy questions, resolve escalations and guide the team through challenging cases. Your leadership and technical skills will ensure smooth operations, accurate account management and outstanding service for our clients.
How You Will Make an Impact
Serve as the team’s subject matter expert for policies, processes, products, pricing and tools, supporting representatives with complex scenarios
Assist Client Services Representatives to ensure work types are accurate, complete and compliant with sales, pricing and capital policies, and entered into CRM systems promptly
Monitor sales and CRM systems for activity funnels and team performance against service level objectives, taking action to ensure targets are met
Lead observation sessions and coach Sales Operations Specialists on systems and processes to build team expertise
Respond to customer questions and escalations efficiently, providing thorough assistance and fostering positive interactions
Identify system and order defects across CRM, billing and other platforms, report issues to leadership and assist with order triage and resolution
Coordinate with the Call Center Supervisor to maintain operational efficiency and customer satisfaction
Conduct Operational Readiness Testing and User Acceptance Testing for project deployments and assist with special projects
Document customer account records accurately and perform complex departmental analyses
Identify training and skill gaps, delivering feedback and recommendations to strengthen team performance
Remain current on supported products and comply with all company and call center policies
Working Conditions
Normal office environment
Flexibility to work extended hours
What You Will Bring to Spectrum Required Qualifications Education
Bachelor’s degree in a related field or equivalent combination of education and experience
Experience
4 + years of sales support or customer service experience
4 + years of commercial (B2B) sales and CRM platform experience (Salesforce, Siebel or similar)
4 + years of commercial (B2B) billing platform experience (CSG, ICOMS, Oracle or similar)
3 + years of customer service representative experience
2 + years of data entry experience
Skills
Read, write, speak and understand English
Strong computer skills including proficiency in Excel, PowerPoint and Word
Excellent communication, organization and time management abilities
Advanced skills with PCs, Microsoft Windows and intranet navigation
Expertise in internet, phone operations or telecommunications call center environments
Advanced ability to build complex orders and select accurate Salesforce and billing codes
Critical thinking skills for solving highly complex problems beyond standard procedures. Sound Judgement and decision-making abilities
Skill in identifying and resolving order errors, system defects and coordinating triage across departments
Strong customer orientation with responsiveness and effective issue tracking
Build relationships across the organization and manage multiple initiatives independently
CAM106 2026-70938 2026
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.
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.
#J-18808-Ljbffr