Customer Service Representative | PAC

Charter Communications•Columbus, OH

15h

About The Position

As a Coordinator in Spectrum’s Provisioning and Activation Center (PAC), you help residential and business customers activate Spectrum Internet and Voice services. This entry-level role focuses on resolving residential and commercial order exceptions efficiently and providing a positive service activation experience. You will work independently and with a team in a large, fast-paced organization, using available tools and resources to address customer issues. During your shift, you will contact customers to resolve failures, make provisioning updates, update records, and process escalations from Repair and Customer Service teams. The role involves communicating professionally and courteously while learning and applying knowledge to resolve customer service issues.

Requirements

High school diploma or equivalent.
At least 6 months of customer service or related experience.
Ability to read, write, speak, and understand English.
A flexible work schedule may be required.

Nice To Haves

At least 6 months of previous call center experience.
At least 6 months of experience working with computers and software applications.
General accounting or billing experience.
Knowledge of MS Office, computer use, and data entry.
Effective communication, multitasking, customer service, and organizational skills.
Flexibility, attention to detail, efficiency, resourcefulness, persistence, and resilience.
Knowledge of cable industry products and services, and service troubleshooting.

Responsibilities

Interact with customers through inbound and outbound calls.
Create and ensure a positive service activation experience.
Monitor tasks from billing and provisioning systems for residential and commercial orders.
Analyze and process order exceptions, owning invalid orders from research through resolution.
Collaborate with teams to resolve exceptions and complete orders.
Contact customers to resolve failures.
Make provisioning updates and update records.
Process escalations from Repair and Customer Service teams.
Continuously learn and apply knowledge to customer service issues.
Represent the company with professionalism and courtesy.