About this role
Job Summary
Do you thrive in helping customers navigate solutions and enjoy making a difference in their service experience? As a Service Activation Specialist I at Spectrum, you’ll play a pivotal role in guiding small business customers through the order process, collaborating with multiple teams, and ensuring seamless fulfillment. Your dedication directly shapes the satisfaction and loyalty of every Spectrum customer you connect with.
Responsibilities
How You’ll Make an Impact
- Coordinate order entry and fulfillment for cable, internet, voice and mobile services, engaging with customers and business partners via phone, chat and email
- Gather and process order activities from the website and inbound calls, addressing cancellations, excessive tasks and order issues
- Act as a liaison between various internal teams such as channel partners, sales, telemarketing and operations to ensure accurate order completion
- Manage multiple systems and platforms to resolve non-standard order scenarios and accurately communicate updates
- Assess, correct and evaluate work orders for operational accuracy and proper billing, preventing duplication and ensuring integrity
- Schedule or reschedule customer orders in line with company standards and policies, providing necessary follow-up before installation
- Document and share best practices within your team and offer suggestions for continuous improvement
Working Conditions
- Office environment
- Flexible work schedule may be required
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- High School Diploma or equivalent
Experience
- 2 years of customer service experience
Skills
- Ability to read, write, speak and understand English
- Ability to prioritize and organize effectively
- Ability to use a personal computer and software applications
- Ability to work independently in a group environment
- Ability to address and resolve customer complaints and issues
- Ability to work seated for prolonged periods, taking consecutive calls
- Ability to communicate clearly and professionally orally and in writing
- Knowledge of general accounting and billing procedures
- Knowledge of office procedures and company policies
- Knowledge of service troubleshooting
- Knowledge of residential product information, packaging, pricing and current offers
Preferred Qualifications
Skills
- Ability to maintain confidentiality
- Ability to solve problems under pressure
- Knowledge of the cable industry products and services