Account Management Lead (Chat)

Spectrum; Blue Ash (OH); On-site; USD 28,000 - 41,000; Full time

Job summary

Spectrum is seeking a CSR for the Blue Ash, OH area to support chat billing inquiries and escalations. You will serve as the primary contact for Billing Agents, troubleshoot issues, and coordinate with the Chat Center Supervisor to ensure customer satisfaction.

The role requires 1 year in a CSR role, knowledge of Spectrum products, and strong communication. Base pay is posted and compliance with policies is essential.

Qualifications

• Reads/writes/speaks English and understands conversations.
• Minimum 1 year as a CSR, with proven performance in a call center or cable ops.
• Solid knowledge of Spectrum products and services.
• Strong verbal and written communication; adept at de-escalation.
• Proficient with PCs, Windows, and intranet navigation.

Responsibilities

• Serve as the primary contact for Chat Billing Agents questions and customer escalations.
• Troubleshoot billing issues and handle complex inquiries and payments.
• Coordinate with the Chat Center Supervisor to ensure efficient operations and satisfaction.
• Document customer account records accurately and timely.
• Identify training gaps and provide feedback for improvement.

Skills

English proficiency

Spectrum products knowledge

Deescalation

Verbal and written communication

Time management

Multitasking

Internet/phone operations

Interpersonal skills

PC Windows navigation

Education

High school diploma or equivalent

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Eligible Candidates: Current Billing / Account Mgt Leads (with a minimum of one year in role as of September 2026) located at 11513 Reed Hartman Highway Call Center

Production Schedule: 2nd shift

Serves as the primary contact for Chat Billing Agents questions and customer escalations. Provides expert support as it relates to troubleshooting billing issues and/or handling complex customer billing inquiries and payments. Works under minimal supervision.

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Interact effectively with internal and external customers regarding products and services.

Assist agents with customer questions/escalations in a timely, thorough and efficient manner.

Effectively present and discuss Charter’s products and services.

Manage agent and customer interactions professionally and effectively.

Coordinate and communicate with the Chat Center Supervisor, to ensure efficient operations and customer satisfaction.

Remain current and knowledgeable on every aspect of supported product.

Comply with all company and chat policies and procedures.

Accurately document customer account records based on actions taken.

Fulfill work schedules as required.

Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.

Perform other duties as assigned.

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Applies judgment in analyzing and resolving issues Exhibits in-depth technical knowledge of Spectrum products and services
• Skilled in deescalating customer situations
• Must have excellent verbal and written communication skills
• Must be efficient with time management, organizational skills and handling multiple tasks concurrently
• Ability to handle multiple tasks
• Advanced knowledge/experience of internet/phone operations and/or telecommunications call center
• Excellent interpersonal skills
• Proficiency with PCs, Microsoft Windows and general intranet navigation

Required Education

• High school diploma or equivalent

Required Related Work Experience and Number of Years

• Successful completion of a minimum of 1 year as a CSR, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level
• Experience in cable operations and/or telecommunications call center

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

The base pay for this position generally is between $20.00 and $30.10. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here

We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.