Mobile Customer Service Lead
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Serves as the primary contact for the Spectrum Mobile team as well as any customer escalations. Provides expert support as it relates to troubleshooting Spectrum Mobile offerings, technical requirements and billing information. Works under minimal supervision.
Responsible for providing quality service to customers via phone in account management, maintenance, billing, problem solving, enhancement, and troubleshooting.
Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Spectrum Mobile repairs by troubleshooting with customers to resolve difficult issue with device and mobile phone services utilizing all available diagnostic tools and resources
Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
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Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
Manage representative and customer interactions professionally and effectively.
Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
Effectively present and discuss Charter's products and services.
Remain current and knowledgeable on every aspect of supported product.
Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
Comply with all company and call center policies and procedures.
Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
Ability to perform other duties and/or projects as assigned
Advanced knowledge of billing systems as well as troubleshooting for Spectrum Mobile devices, features and services
Excellent verbal and written communication skills
Complex problem solving skills
Strong follow-up skills, accuracy and attention to detail
Excellent customer service skills, including positive phone demeanor
Works various schedules including holidays
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Education
High school diploma or equivalent
Related Work Experience
Successful completion of a minimum of 1 year as a Spectrum Mobile, or other Charter Core Service Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level
Experience in cable operations, mobile and/or telecommunications call center
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
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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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Health Reimbursement Account
- Long-Term Disability
- FSA
- HSA With Employer Contribution
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Family Support Resources
Work Flexibility
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Personal/Sick Days
- Leave of Absence
- Paid Holidays
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Financial Counseling
- Relocation Assistance
- Company Equity
Professional Development
- Tuition Reimbursement
- Internship Program
- Leadership Training Program
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
Diversity and Inclusion
Company Videos
Hear directly from employees about what it is like to work at Spectrum.