Job Description

Community Solutions Technical Support Representative at SPECTRUM summary:

The Community Solutions Technical Support Representative is responsible for providing basic customer support for Bulk/MDU Spectrum Services, handling billing inquiries and technical issues related to video, internet, and voice services. This role involves account management support, troubleshooting, and collaborating with field employees to ensure a positive customer experience. The representative is expected to demonstrate strong communication abilities, problem-solving skills, and follow-up accountability in all customer interactions.

JOB SUMMARY

The Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company’s Bulk/MDU offerings, technical requirements and billing information. The Community Solutions Representative will provide account management support in a manner consistent with Charter’s policies, procedures and quality standards. Works under general supervision.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.
• Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
• Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
• Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
• Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
• Ability to perform other duties and/or projects as assigned

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
  Demonstrated verbal and written communication skills
• Complex problem solving skills
• Proven follow-up skills, accuracy and attention to detail
• Demonstrated customer service skills, including positive phone demeanor
• Ability to effectively train and offer guidance to other representatives
• Proficiency with PCs, Microsoft Office Suite and general intranet navigation

Required Education
High school diploma or equivalent

Required Related Work Experience and Number of Years
Experience working in cable operations and/or telecommunications call center

 

Preferred Related Work Experience and Number of Years
Previous customer service representative experience

 

WORKING CONDITIONS
Normal office conditions
Works various schedules including holidays

 

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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 $25.25 . 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.

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Keywords:

customer support, technical support, billing inquiries, troubleshooting, telecommunications, account management, community solutions, Spectrum services, problem solving, customer experience

Job Tags

Holiday work, Work experience placement, Internship, Local area,

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