Lead Residential Customer Solutions

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Are you passionate about transforming challenges into opportunities? As a Lead Residential Retention Representative at Spectrum, you will play a pivotal role in safeguarding our customer base and driving revenue growth. Your expertise in customer service will empower you to retain and upsell services like TV, internet and phone, while supporting your team and resolving escalated issues. By balancing customer satisfaction with strategic retention goals, you will make a significant impact on our success. Join us to enhance customer loyalty and contribute to a thriving, dynamic organization.How You'll Make an ImpactLead escalated customer interactions, resolving concerns and promoting Spectrum's servicesSupport retention representatives with expert guidance on customer tools and processesAddress billing, pricing, equipment and service questions using clear, customer-focused communicationDocument account updates and case details accurately in required systemsStay informed about Spectrum's network to efficiently resolve customer issuesEnsure compliance with Spectrum's policies and procedures in all tasksIdentify and communicate trends affecting customer satisfaction and retentionWorking ConditionsOffice-based positionFlexible schedule required, including evenings, weekends, holidays, overtime, and shift changesRequired QualificationsEducationHigh school diploma or equivalent.Experience2+ years in Customer Service or Contact Center roles.Skills & AbilitiesProficient in clear, straightforward and professional communicationSuperior problem-solving and decision-making abilityFriendly, professional and confident demeanor in customer interactionsAbility to multi-task and prioritize effectively across systems and processesAbility to work independently with minimal supervisionAbility to research and resolve complex issues efficientlyDemonstrated knowledge of Spectrum's video, internet and phone servicesPreferred QualificationsEducationAssociate or Bachelor's degree, or technical/trade certificationExperience1+ year(s) Customer Solutions experienceExperience using billing software such as CSG or Agent OSHere, 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.Get to Know UsCharter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.Who You Are Matters HereWe're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.J-18808-Ljbffr