Customer Service Lead

Charter Communications•Amherst, NY

About The Position

Serves as the primary contact for the Spectrum Mobile team and customer escalations, providing expert support for troubleshooting Spectrum Mobile offerings, technical requirements, and billing information. Works under minimal supervision. Provides quality customer service by phone for account management, maintenance, billing, problem solving, enhancements, and troubleshooting. Handles end-to-end billing questions and concerns, including payment-related matters, and troubleshoots Spectrum Mobile device and service issues using available diagnostic tools and resources. Supports representatives with questions and escalations, maintains professional interactions, and works with upper management to streamline troubleshooting processes and maintain appropriate procedures. Coordinates with the Call Center Supervisor to support efficient operations and customer satisfaction. Identifies training and skill gaps and provides feedback and recommendations for improvement.

Requirements

Must have completed 6 months in the current role.
Must be Mobile Repair trained.
Advanced knowledge of billing systems and troubleshooting Spectrum Mobile devices, features, and services.
Demonstrated verbal and written communication skills.
Complex problem-solving skills.
Demonstrated follow-up skills, accuracy, and attention to detail.
Demonstrated customer service skills, including a positive phone demeanor.
Works various schedules, including holidays.
Proficiency with PCs, Microsoft Office Suite, and general intranet navigation.
High school diploma or equivalent.
Successful completion of a minimum of 1 year as a Spectrum Mobile or other Charter Core Service Representative, with demonstrated knowledge and proficiency and consistent performance exceeding all objectives and qualitative requirements of the previous level.
Experience in cable operations, mobile, and/or a telecommunications call center.

Nice To Haves

Ability to effectively train and offer guidance to other representatives.

Responsibilities

Provide quality phone service for account management, maintenance, billing, problem solving, enhancements, and troubleshooting.
Handle end-to-end billing questions and issues, including payment-related matters.
Troubleshoot Spectrum Mobile device and service issues with customers using available diagnostic tools and resources.
Follow through on customer touch points with appropriate urgency.
Work with upper management to streamline troubleshooting processes and create and maintain troubleshooting procedures.
Manage representative and customer interactions professionally and effectively.
Assist representatives with customer questions and escalations in a timely, thorough, and efficient manner.
Present and discuss Charter’s products and services effectively.
Remain current and knowledgeable on supported products.
Coordinate and communicate with the Call Center Supervisor to support efficient operations and customer satisfaction.
Comply with company and call center policies and procedures.
Identify training and skill gaps and provide proactive feedback and recommendations for improvement.
Perform other duties and/or projects as assigned.