About this role
Job Summary
Curious about a role where your problem-solving skills can truly have influence on customers every day? At Spectrum, you’ll address technical questions and billing inquiries while ensuring each interaction leaves a lasting positive impression. As a trusted resource, you help elevate customer satisfaction and contribute to Spectrum’s commitment to service excellence.
Responsibilities
How You’ll Make an Impact
- Provide prompt support for Spectrum internet, phone and video services by troubleshooting and resolving core technical issues
- Address billing inquiries and facilitate payment processing with accuracy and professionalism
- Present and explain Spectrum products and services to customers to ensure they understand available options
- Manage customer interactions efficiently, consistently delivering quality and integrity
- Document all actions and updates to customer accounts clearly and thoroughly
- Escalate complex customer issues to management or support teams as needed for resolution
- Participate in coaching sessions to continuously improve customer service performance
- Comply with Spectrum’s policies, procedures and work schedules
Working Conditions
- Work in normal office conditions
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- High school diploma or equivalent
Experience
- Experience providing core technical support and customer service to external customers
Skills
- Ability to read, write, speak and understand English
Preferred Qualifications
Experience
- 6+ months of customer service or related experience
- 6+ months of core technical support experience
- 6+ months of heavy volume phone experience
- 6+ months of working with computers and software applications
- Experience working in cable operations or telecommunications call center
Skills
- Ability to navigate multiple systems, applications, and tools while handling calls and maintaining a high standard of customer service
- Ability to handle multiple tasks
- Strong organization and time management skills
- Proven interpersonal skills
- Proficiency with PCs, Microsoft Office Suite and general intranet navigation