Lead, Mobile Customer Service
Company: SPECTRUM
Location: Kansas City
Posted on: January 25, 2023
Job Description:
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
resources
- 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
- Manage 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
assignedRequired Qualifications
- Advanced knowledge of billing systems as well as
troubleshooting for Spectrum Mobile devices, features and
services
- Excellent verbal and written communication skills
- Complex problem solving skills
- Strong follow-up skills, accuracy and attention to detail
- Excellent customer service skills, including positive phone
demeanor
- Works various schedules including holidays
- Proficiency with PCs, Microsoft Office Suite and general
intranet navigationEducation and Related Work Experience
- High school diploma or equivalent
- Successful 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 level
- Experience in cable operations, mobile and/or
telecommunications call centerPreferred Qualifications
- Ability to effectively train and offer guidance to other
representativesWorking 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.
COPBR
Keywords: SPECTRUM, Kansas City , Lead, Mobile Customer Service, IT / Software / Systems , Kansas City, Kansas
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