Community Solutions Support Specialist I

Spectrum Community Solutions; Greensboro (NC); On-site; USD 28,000 - 46,000; Full time

Job summary

Charter Communications, operating Spectrum, seeks a customer service specialist to guide residential and business customers through Spectrum's services. You will diagnose video, internet, and voice issues, activate and maintain accounts, and suggest upgrades to improve value.

This role emphasizes problem solving, clear communication, and building lasting relationships. Work is in an office environment with varied schedules; familiarity with billing systems and Microsoft Office is helpful.

Qualifications

• 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.

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

Customer service

Sales experience

Communication skills

English proficiency

Problem solving

Billing systems

PC & software usage

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Intranet navigation

Job description

Charter Communications, operating Spectrum, seeks a customer service specialist to guide residential and business customers through Spectrum's services. You will diagnose video, internet, and voice issues, activate and maintain accounts, and suggest upgrades to improve value.

This role emphasizes problem solving, clear communication, and building lasting relationships. Work is in an office environment with varied schedules; familiarity with billing systems and Microsoft Office is helpful.