What are the responsibilities and job description for the Mobile Customer Service Lead position at Customer Operations?
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.
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 assigned
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 navigation
Education
High school diploma or equivalent
Related Work Experience
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 center
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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