Small Business Service Activation Representative

Spectrum; San Antonio (TX); On-site; USD 25,000 - 30,000; Full time

Job summary

Spectrum is seeking a Service Activation Specialist I to guide small business customers through the order process and coordinate with multiple teams to ensure timely service activation.

Responsibilities include handling order entry, cancellations and inquiries via phone, chat and email, while using various systems to resolve issues and maintain billing accuracy. Excellent communication is essential.

Qualifications

• High school diploma or equivalent required.
• 2 years of customer service experience required.
• Ability to work with multiple teams and systems.

Responsibilities

• Coordinate order entry and fulfillment for cable, internet, voice and mobile services across phone, chat and email.
• Gather and process order activities from the website and inbound calls, addressing cancellations and order issues.
• Act as a liaison between channel partners, sales, telemarketing and operations to ensure accurate order completion.
• Manage multiple systems to resolve non-standard order scenarios and communicate updates.
• Assess and correct work orders for billing accuracy and integrity.
• Schedule or reschedule customer orders per company standards and policies, with follow-up before installation.
• Document and share best practices within the team and suggest continuous improvement.

Skills

English proficiency

Prioritization

PC skills

Independent work

Customer issue resolution

Clear communication

Billing knowledge

Office procedures

Service troubleshooting

Residential product knowledge

Confidentiality

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.

Do you thrive in helping customers navigate solutions and enjoy making a difference in their service experience? As a Service Activation Specialist I at Spectrum, you'll play a pivotal role in guiding small business customers through the order process, collaborating with multiple teams, and ensuring seamless fulfillment. Your dedication directly shapes the satisfaction and loyalty of every Spectrum customer you connect with.

How You'll Make An Impact

• Coordinate order entry and fulfillment for cable, internet, voice and mobile services, engaging with customers and business partners via phone, chat and email
• Gather and process order activities from the website and inbound calls, addressing cancellations, excessive tasks and order issues
• Act as a liaison between various internal teams such as channel partners, sales, telemarketing and operations to ensure accurate order completion
• Manage multiple systems and platforms to resolve non-standard order scenarios and accurately communicate updates
• Assess, correct and evaluate work orders for operational accuracy and proper billing, preventing duplication and ensuring integrity
• Schedule or reschedule customer orders in line with company standards and policies, providing necessary follow-up before installation
• Document and share best practices within your team and offer suggestions for continuous improvement

Working Conditions

• Office environment
• Flexible work schedule may be required

What You'll Bring to Spectrum

Education

• High School Diploma or equivalent

Experience

• 2 years of customer service experience

Skills

• Ability to read, write, speak and understand English
• Ability to prioritize and organize effectively
• Ability to use a personal computer and software applications
• Ability to work independently in a group environment
• Ability to address and resolve customer complaints and issues
• Ability to work seated for prolonged periods, taking consecutive calls
• Ability to communicate clearly and professionally orally and in writing
• Knowledge of general accounting and billing procedures
• Knowledge of office procedures and company policies
• Knowledge of service troubleshooting
• Knowledge of residential product information, packaging, pricing and current offers

Preferred Qualifications

• Ability to maintain confidentiality
• Ability to solve problems under pressure
• Knowledge of the cable industry products and services

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.

Get to Know Us

Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you'll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet, Mobile, TV and Voice products. 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.