Client Reference Code: 2025-46034

The Residential Retention Leads are service-minded individuals who provide premiere customer service to Spectrum customers. These customer interactions include maximizing opportunities to retain existing customers from disconnecting while retaining and upselling core products such as video (TV), internet (data), and home and mobile phone services. Residential Retention Leads execute strategy that strikes balance between saving customers and retaining revenue. This position provides support to Residential Retention Representatives and Customers. This includes ensuring account corrections are accurately submitted and timely. Additionally, Residential Retention Leads alleviate escalated customers concerns and bring them around to value-added plans as they seamlessly transition between conversation and computer billing programs.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently supports all efforts to simplify and enhance the customer experience.Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.Support internal Retention Representatives using customer-facing applications and tools, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, prorations, escalations, etc.Consistently and accurately document databases, as required (i.e., CSG, ICOMS, Gateway)Maintains, on a daily basis, an effective working knowledge of our Spectrum network infrastructure to effectively resolve customer related issues.Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with Spectrum values, policies and procedures.Consistently meets all delivery, technical, productivity, and process goals.Responsible for identifying and reporting trends and issues impacting customers.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand EnglishAbility to communicate with customers and colleagues in a clear, straightforward and professional mannerSuperior problem resolution skillsAbility to be friendly, professional, and have a confident demeanor on the telephone and in personAbility to use Microsoft Office suite applicationsAbility to multi-task with a variety of systems, product and processes and use good judgment in making decisionsAbility to work independently and with minimal supervisionAbility to adapt quickly, research complex issues, and make decisions with limited informationDemonstrated knowledge of cable communications products and services to include video (TV), internet (data), home and mobile phone

Required Education
High school diploma or equivalent

Required Related Work Experience and Number of Years
Customer Service or Contact Center experience - 2-3

PREFERRED QUALIFICATIONS
Preferred Education
Associates or Bachelor's degree, or technical or trade school certification

Preferred Related Work Experience and Number of Years

Residential Retention Representative - 1+Billing software (i.e. CSG or ICOMS) experience

WORKING CONDITIONS

Office environment

Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business - we need to be there when our customers need us

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Job Code : CRT111

2025-46034
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


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FCC Unit: 13533 Business Unit: Marketing Zip Code: 33823

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