The Outreach Activation Specialist I role is responsible for contacting external customers to activate Spectrum services through outbound and inbound calls.

Guide customers through the entire activation process, troubleshooting any issues using various tools and applications. Utilize expertise and knowledge to ensuring a successful activation.

Upsell existing customers on additional products and services. Reports directly to a supervisor but does not have any supervisory responsibilities.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Handle inbound and outbound calls with customers to get their Mobile device or Internet service activated.
• Manage activation lead queues and dashboards. Responsible for getting leads activated with existing customers in accordance with company standards and policies.
• Manage customer interaction professionally and efficiently.
• Effectively guide customers through the process of activating device or services
• Email customer instructions or additional information regarding products and services
• Remain current and knowledgeable on every aspect of products.
• Troubleshoot issues that arise due to missing product, technical difficulties, part replacement etc.
• Facilitate customer escalations to local management / support as required. Determine necessity for field visits.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS

• Ability to read, write, speak and understand English
• Ability to prioritize, organize, and multitask effectively
• Ability to use personal computer & multiple software applications
• Ability to work independently and in a group environment
• Ability to effectively address / resolve customer complaints and issues
• Ability to work while seated for prolonged periods of time, taking back-to-back calls
• Knowledge of office procedures and Company policies

Required Education

High School Diploma or equivalent

Required Related Work Experience and Number of Years

Customer Service or Sales Experience - 2

PREFERRED QUALIFICATIONS

Preferred Skills / Abilities and Knowledge

• Ability to solve problems while working under pressure
• Knowledge of the cable / telephony industry - products and services
• Knowledge of all four lines of business (Cable, Internet, Voice, Mobile)
• Knowledge of product information, packaging, pricing and current offers

WORKING CONDITIONS

Office environment

Last updated : 2024-05-17