JOB SUMMARY

The Community Solutions Repair Representative works under general supervision and is responsible for providing technical support to customers experiencing technical issues related to their cable services. This includes troubleshooting problems with their cable/Xumo box, internet connectivity, and other related equipment. The Community Solutions Repair Representative will provide account management support in a manner consistent with Charter’s policies, procedures, and quality standards.

MAJOR DUTIES AND RESPONSIBILITIES

1. Actively and consistently support all efforts to simplify and enhance the customer experience.
2. Answer phone calls, diagnose issues, guide customers through troubleshooting steps, and assist with the activation of seamless connectivity and entertainment services within a call center environment.
3. Identify potential sales opportunities to upgrade services. Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem-solving, medication, enhancement, troubleshooting, and, when required, de-activation.
4. Handle full-service end-to-end billing related questions, issues, and concerns ranging from general questions to payment-related items as well as Video, Internet, and Voice repairs by troubleshooting with customers to resolve difficult issues with video, data, and phone services utilizing all available diagnostic tools and resources.
5. Answer customer calls, provide clear explanations of technical issues, and guide customers through solutions in a professional and patient manner.
6. Diagnose and resolve customer technical issues with internet, video, and phone services by asking probing questions to understand the problem and applying appropriate troubleshooting steps.
7. Escalate complex issues to higher-level technical support teams when necessary.
8. Stay updated on the latest cable services, equipment, and features to accurately answer customer questions and address concerns.
9. Accurately document customer interactions, troubleshooting steps, and resolutions in the company’s systems.
10. Assist field employees in setting up and authorizing customer accounts, schedule and cancel work orders for technicians.
11. Demonstrate accountability by following through on all necessary customer touchpoints with an appropriate sense of urgency.
12. Work with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
13. Demonstrate flexibility by effectively handling additional tasks and assignments as delegated by management. Expectation to take on diverse and evolving responsibilities to support business objectives.
14. Ability to perform other duties and/or projects as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

1. Ability to read, write, speak and understand English.
2. Knowledge of billing systems as well as troubleshooting for Video, Internet, and Voice.
3. Demonstrated verbal and written communication skills.
4. Complex problem-solving skills.
5. Customer Service.
6. Technical Support.
7. Proven follow-up skills, accuracy, and attention to detail.
8. Demonstrated customer service skills, including positive phone demeanor.
9. Ability to effectively train and offer guidance to other representatives.
10. Proficiency with PCs, Microsoft Office Suite, and general intranet navigation.
11. The successful Community Solutions Repair Representative will have an in-depth knowledge of the Company’s Bulk/MDU offerings, technical requirements, and billing information.

Required Education

High school diploma or equivalent.

Required Related Work Experience and Number of Years

1. Experience working in cable operations and/or telecommunications call center or equivalent combination of education and experience.
2. Customer Service Experience (1+ years).
3. Technical Support Experience (1+ years).

Preferred Related Work Experience and Number of Years

Previous customer service representative experience 1+.

WORKING CONDITIONS

Normal office conditions. Works various schedules including holidays.

COMPENSATION

The base pay for this position generally is between $20.00 and $30.30 . The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and certain positions are eligible for additional forms of incentive-based compensation such as bonuses.

Get to Know Us

Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.

Who You Are Matters Here

We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.