Business Resolution Manager I, Spectrum Business

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Are you an expert at resolving complex client issues and turning escalations into positive outcomes? As a Business Resolution Manager at Spectrum, you will be the primary intake for high-priority complaints and disputes, ensuring each case is managed with diligence and professionalism. Your ability to balance customer advocacy and company standards will help drive client satisfaction and operational improvements across the business.

How You Will Make An Impact

Serve as the main point of contact for ECAF complaints, executive escalations and client disputes, ensuring complete resolution with thorough research, communication and documentation

Proactively monitor installation and disconnect funnel reports, track credit requests and coordinate all related activities

Balance the roles of customer advocate and corporate representative, resolving complaints while adhering to Spectrum’s policies and standards

Interface with internal departments through written and verbal communications to address client needs, set up internal conference calls and facilitate resolution of challenging issues

Skillfully negotiate with customers, address concerns using strong listening and decision‑making skills and diffuse escalated situations

Conduct root‑cause analysis for enterprise disputes, recommend process or policy changes to reduce complaints and support business reviews for field‑based Client Services Managers

Maintain and update internal databases with accurate customer information, ensuring proper contract tracking and regulatory submission as needed

Monitor compliance of internal processes and procedures, staying current on all post‑sales support systems, tools and policies

Retain customers by addressing concerns and resolving complaints to improve satisfaction

Working Conditions

Office environment

Exposure to moderate noise levels

Education

Bachelor’s degree or equivalent combination of education and experience

Experience

5+ years of sales relationship administration experience

5+ years of CSG or other billing system experience

5+ years of Salesforce.com or equivalent CRM experience

Skills

The ability to read, write, speak and understand English

Courtesy, patience and professionalism in customer relations

Strong ability to prioritize and organize multiple projects and tasks

Effective teamwork and independent work skills

Ability to work seated for prolonged periods

Proficiency in desktop tools and software applications such as Word, Excel, billing systems and Salesforce.com

Skill in fast‑paced, structured environments with high transaction volumes

Ability to maintain composure in stressful situations and diffuse challenging customer interactions

Critical thinking and analytical abilities

Intermediate proficiency in relevant software and technology

Preferred Qualifications

College coursework in accounting or related field or equivalent work experience preferred

Account Coordinator experience

Benefits
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.

Equal Opportunity Employer
Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.

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