Community Solutions Technical Support Representative - SPECTRUM

JOB SUMMARY

The Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company’s Bulk/MDU offerings, technical requirements and billing information. The Community Solutions Representative will provide account management support in a manner consistent with Charter’s policies, procedures and quality standards. Works under general supervision.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

 

Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.

 

Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources

 

Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians

 

Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency

 

Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures

 

Ability to perform other duties and/or projects as assigned
 
 

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

 

Ability to read, write, speak and understand English

Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice

Demonstrated verbal and written communication skills

Complex problem solving skills

Proven follow-up skills, accuracy and attention to detail

Demonstrated customer service skills, including positive phone demeanor

Ability to effectively train and offer guidance to other representatives

Proficiency with PCs, Microsoft Office Suite and general intranet navigation
 
Required Education

High school diploma or equivalent
 
Required Related Work Experience and Number of Years

Experience working in cable operations and/or telecommunications call center
 
 

PREFERRED QUALIFICATIONS

Preferred Related Work Experience and Number of Years

Previous customer service representative experience
 

WORKING CONDITIONS

Normal office conditions

Works various schedules including holidays
 
 

COP150 2024-45203 2024

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.

The base pay for this position generally is between $20.00 and $25.25. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.



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