Lead, Customer Service

Serves as the primary contact for Customer Support (video/billing) or Technical Support (internet/phone) team questions and customer escalations. Provides expert support related to Charter services, including troubleshooting video, internet and phone issues, and/or handling complex customer billing inquiries and payments. Works under minimal supervision.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Interact effectively with internal and external customers regarding products and services.

Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.

Effectively present and discuss Charter's products and services.

Manage representative and customer interactions professionally and effectively.

Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.

Remain current and knowledgeable on every aspect of supported product.

Comply with all company and call center policies and procedures.

Accurately document customer account records based on actions taken.

Fulfill work schedules as required.

Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Strong communication skills

Ability to handle multiple tasks

Strong organization and time management skills

Excellent interpersonal skills

Proficiency with PCs, Microsoft Windows and general intranet navigation

Advanced knowledge/experience of internet/phone operations and/or telecommunications call center

Education

High school diploma or equivalent

Related Work Experience

Successful completion of a minimum of 1 year as a CSR, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level

Experience in cable operations and/or telecommunications call center

PREFERRED QUALIFICATIONS

Skills/Abilities and Knowledge

Previous customer service representative experience

WORKING CONDITIONS

Normal office conditions

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13536 Business Unit: Customer Operations