Customer Service Representative - Spectrum inbound

Key Responsibilities

• Handle a high volume of inbound calls from Spectrum customers in a professional and efficient manner.
• Provide comprehensive support on a wide range of inquiries, including billing questions, service upgrades, technical troubleshooting, and account changes.
• Diagnose and resolve customer issues effectively on the first call, minimizing the need for follow-up or escalation.
• Utilize multiple systems and tools simultaneously to access customer information and document interactions accurately.
• Educate customers on Spectrum products and services, identifying opportunities to enhance their experience with relevant solutions.
• Adhere to all company policies, quality standards, and compliance procedures.
• Meet and exceed key performance indicators (KPIs) such as customer satisfaction (CSAT), average handle time (AHT), and first-call resolution (FCR).

Qualifications & Experience

• Minimum of 3 years of experience in a customer service role, preferably within a call center environment supporting telecommunications, cable, or internet services.
• Previous experience supporting Spectrum or Charter Communications services is a significant plus.
• Proven ability to navigate complex billing systems and provide clear explanations to customers.
• Strong technical aptitude with the ability to troubleshoot internet, TV, and phone issues.
• Excellent verbal and written communication skills, with a clear and patient phone manner.
• Empathetic listener with a genuine desire to help and resolve customer concerns.
• Proficiency with computers, CRM software, and the ability to multitask across multiple applications.
• High school diploma or equivalent required; further education is a bonus.

Job Type: Full-time

Work Location: In person