Community Solutions Customer Service Representative

Charter Communications; San Diego (CA); On-site; USD 28,000 - 48,000; Full time

Job summary

Charter Communications invites you to join our Spectrum customer care team in a hands-on role focused on assisting customers with Video, Internet, and Voice services. You will troubleshoot issues, activate accounts and process billing questions while guiding customers toward suitable solutions.

With 1+ years in customer service or sales, you will communicate clearly and orchestrate quick resolutions, aiming to improve satisfaction and promote product upgrades.

Qualifications

• High school diploma or equivalent.
• 1+ years in customer service, sales or retention.
• Strong verbal and written communication in English.
• Knowledge of Spectrum products and troubleshooting for Video, Internet and Voice.
• Proficiency in billing systems and account management.

Responsibilities

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

Skills

English proficiency

Spectrum products knowledge

Troubleshooting ability

Billing systems

Communication skills

Problem solving

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Intranet navigation

Job description

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

Imagine making a real difference for customers by guiding them through Spectrum's Community Solutions products and services. If you thrive on solving problems and enjoy helping others, this customer service role offers an opportunity to build lasting relationships while expanding your knowledge of technology and account management. Your expertise and positive approach will directly influence customer satisfaction and strengthen Spectrum's reputation.

How You'll Make an Impact

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

Working Conditions

• Office environment with various schedules including holidays

What You'll Bring to Spectrum

Required Qualifications

Education

• High school diploma or equivalent

Experience

• Customer service and sales or retention experience

Skills

• 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 personal computer, relevant software including Microsoft Office Suite and intranet navigation

Preferred Qualifications

Experience

• 1+ years working in cable operations 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 $34.55. 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.