Community Solutions Customer Service Representative I

Charter Communications • San Diego, CA

5d • Onsite

About The Position

The Community Solutions Customer Service Representative I helps Spectrum customers with products and services by resolving inquiries, troubleshooting technical issues, and providing phone support for account and billing matters. The role also recommends solutions and upgrades based on customer needs, processes orders, and supports new sales and account updates. Representatives contribute to customer satisfaction and long-term relationships while meeting sales activity goals and staying current on Spectrum product offerings. The position is based in an office environment and may involve various schedules, including holidays.

Requirements

• High school diploma or equivalent.
• Customer service and sales or retention experience.
• Ability to read, write, speak, and understand English.
• Knowledge of Spectrum products and troubleshooting for Video, Internet, and Voice repair.
• Proficiency in billing systems.
• Strong verbal and written communication skills.
• Complex problem-solving abilities.
• Quick thinking, goal orientation, ambition, and determination.
• Strong follow-up, accuracy, multitasking, and attention to detail.
• Positive phone demeanor and excellent customer service.
• Ability to use a personal computer and relevant software, including Microsoft Office Suite, and navigate an intranet.

Nice To Haves

• At least 1 year of experience working in cable operations or a telecommunications call center.

Responsibilities

• Resolve customer inquiries and troubleshoot Video, Internet, and Streaming issues using Spectrum diagnostic tools.
• Manage account activation, maintenance, and billing concerns through phone support.
• Recommend upgrades and solutions based on customer needs to enhance product value.
• Process orders and use account management systems for new sales and account updates.
• Facilitate escalations and determine whether field visits are needed for complex issues.
• Contribute ideas to improve the customer experience and build long-term relationships.
• Achieve sales activity goals and maintain current knowledge of Spectrum product offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED