About this role
Job Summary
Do you excel at resolving challenges and guiding others toward the best solutions? At Spectrum Business, you will be the essential link for representatives and customers, handling inquiries and escalations across billing, internet, phone and video services. Your expertise will ensure every interaction is efficient and positive, directly contributing to Spectrum Business’s reputation for outstanding customer support.
Responsibilities
How You’ll Make an Impact
- Respond to representative support requests and customer escalations, focusing on billing, internet, phone and video services
- Assist representatives with customer questions and escalations quickly and thoroughly
- Present and discuss Spectrum Business's products and services to internal and external customers
- Coordinate with Call Center Supervisors to maintain efficient operations and high customer satisfaction
- Maintain up-to-date knowledge of all supported products and ensure compliance with company and call center procedures
- Accurately document customer account actions and interactions
- Identify training needs and skill gaps, offering proactive feedback and recommendations for improvement
Working Conditions
- Normal office environment
Qualifications
What You’ll Bring to Spectrum Business
Required Qualifications
Education
- High school diploma or equivalent
Experience
- 1+ years as a Customer Service Representative with strong performance
- Experience in cable operations or telecommunications call center
Skills
- Ability to read, write, speak and understand English
- Strong communication skills
- Ability to handle multiple tasks
- Strong organization and time management skills
- Excellent interpersonal skills
- Proficiency with PCs, Microsoft Windows and general intranet navigation
- Advanced knowledge and experience in internet or phone operations or telecommunications call center
Preferred Qualifications
Experience
- Previous customer service representative experience