The Residential Retention Leads are service-minded individuals who provide premiere customer service to Spectrum customers. These customer interactions include maximizing opportunities to retain existing customers from disconnecting while retaining and upselling core products such as video (TV), internet (data), and home and mobile phone services. Residential Retention Leads execute strategy that strikes balance between saving customers and retaining revenue. This position provides support to Residential Retention Representatives and Customers. This includes ensuring account corrections are accurately submitted and timely. Additionally, Residential Retention Leads alleviate escalated customers concerns and bring them around to value-added plans as they seamlessly transition between conversation and computer billing programs.MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
Support internal Retention Representatives using customer-facing applications and tools, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, prorations, escalations, etc.
Consistently and accurately document databases, as required (i.e., CSG, ICOMS, Gateway)
Maintains, on a daily basis, an effective working knowledge of our Spectrum network infrastructure to effectively resolve customer related issues.
Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with Spectrum values, policies and procedures.
Consistently meets all delivery, technical, productivity, and process goals.
Responsible for identifying and reporting trends and issues impacting customers.
REQUIRED QUALIFICATIONSRequired Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate with customers and colleagues in a clear, straightforward and professional manner
Superior problem resolution skills
Ability to be friendly, professional, and have a confident demeanor on the telephone and in person
Ability to use Microsoft Office suite applications
Ability to multi-task with a variety of systems, product and processes and use good judgment in making decisions
Ability to work independently and with minimal supervision
Ability to adapt quickly, research complex issues, and make decisions with limited information
Demonstrated knowledge of cable communications products and services to include video (TV), internet (data), home and mobile phone
Bilingual Spanish required
Required EducationHigh school diploma or equivalentRequired Related Work Experience and Number of YearsCustomer Service or Contact Center experience - 2-3PREFERRED QUALIFICATIONSPreferred EducationAssociates or Bachelor's degree, or technical or trade school certificationPreferred Related Work Experience and Number of Years
Residential Retention Representative - 1+ Billing software (i.e. CSG or ICOMS) experience
WORKING CONDITIONSOffice environmentRequires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business - we need to be there when our customers need usApply now, connect a friend to this opportunity or sign up for job alerts (https://jobs.spectrum.com/) !CRT111 2024-40587 2024Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits (https://jobs.spectrum.com/compensation-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 Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. (https://www.youtube.com/watch?v=FUdvF6eZTWY)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. Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)
