Lead, Customer Care

Spectrum currently seeks a Customer Care Lead for our Customer Care Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

A Lead is to provide real time coaching to agents needing assistance that result in a successful customer interaction.
The immediate and real time coaching should optimize agent handle time, reduce transfers and minimize supervisor call backs. The longer term benefits will be a more knowledgeable, confident and self-sufficient work force.
Responsibilities include but are not limited to assisting with account activation, troubleshooting and maintenance, billing disputes, problem solving, account modification or repackaging and required de-activation of customer service when needed.

Essential Job Functions:
• Act as a resource for agents that need help with system navigation, guidance on best way to resolve issues, training, and direction for less experienced staff
• Demonstrate specialized knowledge and trouble shooting skills necessary to handle difficult technical support activities which are non-routine and require deviation from standard screens, scripts and procedures
• Resolve complex customer issues using the Spectrum systems and tools necessary including: RIO, NYROC, OMS, OMSE, CSG, AAD, etc.
• Interact with customers (internal & external) via telephone, email, chat rooms, mail or fax
• Handle escalations/complex calls
• Act as liaison between customer care and other departments to resolve customer issues
• Anticipate and prevents, to the extent possible, problems and roadblocks before they occur and suggest/promote alternative products or services to deliver the best value to the customer
• Adapt standard responses and performs extensive research according to complexity of the problem and determine methods and procedures on new assignments
• Support all of the following products and services: high speed data, data solutions, video and digital phone

Job Requirements:
• Must have met or exceed performance requirements at least 4 times in previous 6 months
• Apply exceptional judgment in analyzing and resolving problems
• Requires in depth technical knowledge of the company’s products and services
• Able to identify outages and service issues affecting a service area
• Able to actively listen and de-escalate a customer situation
• Must have excellent verbal and written communication skills
• Must be efficient with time management, organizational skills and handling multiple tasks
• Must be proficient using the following systems and tools: CSG, RIO, Kitty, KEY, NYROC, Unified, Chat, OMSE, IssueTrak, RTA
• Must be able to walk and stand for extensive periods of time.
• Must carry laptop.

Preferred Qualifications:
• Must have at least 8 months Spectrum Call Center experience –or-
• 3+ years of Call Center and/or Cable experience
• Must complete advanced billing and repair training prior to or within 90 days of being in the position
• Strong understanding and experience using Excel and Word

Must be eligible and meet preferred & job qualifications to apply