Client Reference Code: 2025-46455

Job Summary
Serves as the primary contact for the Spectrum Mobile team as well as any customer escalations. Provides expert support as it relates to troubleshooting Spectrum Mobile offerings, technical requirements and billing information.  Works under minimal supervision.

Major Duties and Responsibilities

Responsible for providing quality service to customers via phone in account management, maintenance, billing, problem solving, enhancement, and troubleshooting.Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Spectrum Mobile repairs by troubleshooting with customers to resolve difficult issue with device and mobile phone services utilizing all available diagnostic tools and resourcesDemonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgencyWorks with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting proceduresManage representative and customer interactions professionally and effectively.Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.Effectively present and discuss Charter’s products and services.Remain current and knowledgeable on every aspect of supported product.Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.Comply with all company and call center policies and procedures.Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.Ability to perform other duties and/or projects as assigned

Required Qualifications

Advanced knowledge of billing systems as well as troubleshooting for Spectrum Mobile devices, features and servicesExcellent verbal and written communication skillsComplex problem solving skillsStrong follow-up skills, accuracy and attention to detailExcellent customer service skills, including positive phone demeanorWorks various schedules including holidaysProficiency with PCs, Microsoft Office Suite and general intranet navigation

Education and Related Work Experience

High school diploma or equivalentSuccessful completion of a minimum of 1 year as a Spectrum Mobile, or other Charter Core Service Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous levelExperience in cable operations, mobile and/or telecommunications call center

Preferred Qualifications

Ability to effectively train and offer guidance to other representativesPreferrance chat experience / chat systems and procedures

Shift Requirements

10:00 pm - 7:00 am off Sun/Mon

Working Conditions

Office environment

EOE
Charter Communications is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran

Job Code : COP178

2025-46455
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.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13535 Business Unit: Customer Operations Zip Code: 64133

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