About this role
Job Summary
Are you passionate about transforming challenges into opportunities? As a Lead Residential Retention Representative at Spectrum, you will play a pivotal role in safeguarding our customer base and driving revenue growth. Your expertise in customer service will empower you to retain and upsell services like TV, internet and phone, while supporting your team and resolving escalated issues. By balancing customer satisfaction with strategic retention goals, you will make a significant impact on our success. Join us to enhance customer loyalty and contribute to a thriving, dynamic organization.
Responsibilities
How You’ll Make an Impact
- Lead escalated customer interactions, resolving concerns and promoting Spectrum’s services
- Support retention representatives with expert guidance on customer tools and processes
- Address billing, pricing, equipment and service questions using clear, customer-focused communication
- Document account updates and case details accurately in required systems
- Stay informed about Spectrum’s network to efficiently resolve customer issues
- Ensure compliance with Spectrum’s policies and procedures in all tasks
- Identify and communicate trends affecting customer satisfaction and retention
Working Conditions
- Office-based position
- Flexible schedule required, including evenings, weekends, holidays, overtime, and shift changes
Qualifications
Required Qualifications
Education
- High school diploma or equivalent.
Experience
- 2+ years in Customer Service or Contact Center roles.
Skills & Abilities
- Proficient in clear, straightforward and professional communication
- Superior problem-solving and decision-making ability
- Friendly, professional and confident demeanor in customer interactions
- Ability to multi-task and prioritize effectively across systems and processes
- Ability to work independently with minimal supervision
- Ability to research and resolve complex issues efficiently
- Demonstrated knowledge of Spectrum’s video, internet and phone services
Preferred Qualifications
Education
- Associate or Bachelor’s degree, or technical/trade certification
Experience
- 1+ year(s) Customer Solutions experience
- Experience using billing software such as CSG or Agent OS