Customer Experience & Solutions Specialist

SPECTRUM; South Tucson (AZ); On-site; USD 28,000 - 48,000; Full time

Job summary

Spectrum is seeking a customer service professional to guide customers through Video, Internet and Voice solutions. You will resolve inquiries, activate accounts, and support billing while upselling improvements. The role emphasizes problem solving, communication, and relationship building across Spectrum products.

You’ll work in an office setting with varied schedules, including holidays, and contribute to a positive customer experience across channels.

Qualifications

• 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
• 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, Microsoft Office Suite and intranet navigation

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

Billing systems

Customer service

Communication skills

Problem solving

Multitasking

Attention to detail

Microsoft Office

Intranet navigation

Account management

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Billing systems

Job description

Spectrum is seeking a customer service professional to guide customers through Video, Internet and Voice solutions. You will resolve inquiries, activate accounts, and support billing while upselling improvements. The role emphasizes problem solving, communication, and relationship building across Spectrum products.

You’ll work in an office setting with varied schedules, including holidays, and contribute to a positive customer experience across channels.