Customer Support Representative - Video Repair

About Spectrum

Spectrum, a prominent communications and entertainment services provider in the U.S., operates as a Charter Communications subsidiary delivering Internet, TV, Mobile, and Voice offerings. Serving customers across 41 states, Spectrum focuses on reliable, innovative, and customer-centered connectivity solutions, fostering community engagement and technological advancement.

Role Overview

We are hiring a Customer Service Representative focusing on Video Repair to be the initial point of contact for customers facing technical issues with cable and video services. The role involves troubleshooting service interruptions, handling billing queries, and delivering outstanding customer support. This position enables growth in technical and communication skills within an energetic and technologically advanced team setting, demanding flexibility to work various shifts including nights, weekends, and holidays to support our 24/7 call center operations.

Key Responsibilities

• Deliver excellent customer service by addressing inquiries concerning cable/video services, billing, account modifications, and technical challenges.
• Use advanced tools and systems to identify and resolve technical problems.
• Guide customers through troubleshooting steps to restore service functionality.
• Log customer interactions accurately in CRM software.
• Keep current on Spectrum’s products, services, and troubleshooting processes.
• Work with colleagues and supervisors to escalate and resolve complex issues promptly.
• Engage in ongoing training and coaching to enhance skills and knowledge.
• Follow company policies and quality standards to maintain service excellence.

Qualifications

• Minimum education: high school diploma or equivalent.
• Proficient verbal and written English communication.
• Willingness to work varied schedules including nights, weekends, and holidays.
• Preferred: at least six months of customer service experience.
• Experience with high-volume call centers or familiarity with computer software and hardware troubleshooting is advantageous.
• Competent with Microsoft Office and proficient typing skills.
• Dependability, professionalism, problem-solving aptitude, resilience, and goal orientation.
• Strong organizational skills and ability to handle multiple tasks simultaneously.

Compensation and Benefits

Starting compensation is $20 per hour with opportunities for growth corresponding to technological and industry advancements. The benefits package includes health, dental, and vision insurance, paid time off, and retirement savings plans. Employees receive paid training and ongoing development support to foster their career progress in a collaborative and innovative environment. Access to advanced customer service technologies is also provided. Spectrum emphasizes work-life balance and an inclusive, respectful workplace culture.

Equal Employment Opportunity

Spectrum is an Equal Opportunity Employer dedicated to diversity and inclusion, providing equitable employment chances without discrimination based on race, color, religion, national origin, gender, sexual orientation, age, disability, veteran status, or other protected statuses. The company promotes a thriving environment for all employees.