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Lead Internet/Voice

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The Charter Communication's Middletown call center currently seeks a Lead Representative for our Internet and Phone Customer Operations/Service department . Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:

  • Must be flexible to work a shift within departments operating hours of 7AM to 2:00AM and must be able to work weekends. This is a full-time position.
  • Support technical inquiries via phone and emails and any other approved communications method.
  • Handle escalations via Ticketing systems, phone, Email, etc., for the following group's ADSS, C-OTP, Social Media (Twitter) group, NYC eCare (Spectrum escalations), Internet and Phone Support staff.
  • Handle supervisor escalations and client call backs
  • Handle customer written correspondence
  • Handle all VIP accounts with general inquiries
  • Assist staff with questions/ concerns related but not limited to HSO and VOIP support
  • Provide customer care, Internet and Phone call center support when needed
  • Assist in handling all Executive complaints
  • Partner with floor Supervisory staff to conduct huddles on new products, changes in support, etc. with agents
  • Work as a liaison on reported issues to fix groups on single/ multi user affecting issues until resolution
    Job Requirements/Qualifications:
  • Must have a High school diploma or general education degree
  • AA/ and or 2 years related experience in a technical call center environment. Computer networking certification a plus
  • Expert knowledge of the CSG billing system.
  • Demonstrated knowledge of Issue Trak, Eventrak and Microsoft Office suite.
  • Excellent communication and written skills.
  • Recognized as a team player & has displayed ability to resolve issues successfully, requiring multiple team inclusion
  • Flexibility and the ability to multitask.
  • Works well in stressful situations and has demonstrated the ability to relate to difficult customer interaction
  • Technical knowledge on WAN, LAN, PC/ Mac configuration, VOIP call routing over NCS and IMS platforms
  • Handle supervisor escalations from new hires training classes
  • Knowledge of and ability to handle billing disputes
  • Handle customer written correspondence in a timely fashion
  • Provide Internet and Phone call center support when needed
  • Mitigate executive complaints and provide resolution/ next steps
  • Support and research equipment (SIK) mail out inquiries
  • Provide outage notifications of impacts and work with NOCs, TOCs for resolution

CRP107 330079 330079BR

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What are Spectrum Perks + Benefits

Spectrum Benefits Overview

At Spectrum, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive 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.

We offer competitive starting wages, with significant incentive compensation and annual earnings potential based on your role.

We are pleased to offer free or discounted Spectrum services to employees depending on where they live. Employees who live in a Charter service area can receive residential TV, high-speed internet and voice services and have access to Spectrum Mobile. Employees who live outside of a Charter service area can get our Spectrum TV Essentials package and have access to Spectrum Mobile services.

We're proud to provide employees with some of the best benefits in our industry and we're committed to keeping them affordable so you can keep more of your paycheck. For example, we put up to $1,500 into an account to help you pay for qualified health care expenses and 2023 will be the 10th year in a row where we’ve absorbed the full cost increase for medical, dental and vision coverage.

Our employees' financial well-being is just as important as their physical and emotional well-being. With our market-leading company match, for every $1 employees put into their 401(k), we put in $1 up to 6% of their eligible pay. On top of that, most employees receive an additional company contribution equal to 3% of their eligible pay into a Retirement Accumulation Plan.

We're proud of the ways our employees grow their knowledge. We help cover the costs, like up to $10,000 per year in tuition reimbursement, so you can focus on more important things, like your path to greater opportunities. With a dedicated focus on training and career development, employees can have confidence that day one is truly just the beginning.

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Employee resource groups
Employee-led culture committees
In-person all-hands meetings
In-person revenue kickoff
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
With our business resource groups, we welcome you to be part of a strong community that gives you opportunities to network, develop and grow your career.
Hiring practices that promote diversity
We aim to foster an inclusive culture and workplace where every person feels empowered. No matter your background, identity or beliefs, we welcome you to explore a career with us.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave
Childcare benefits
Spectrum offers discounts at specified per location daycares.
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Onsite office parking
Spectrum employees have plenty of on-site parking options including lots and a garage.
Recreational clubs
Relocation assistance
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
We believe mentoring plays a vital role in career growth. We're proud of our mentorship program here at Spectrum.
Continuing education stipend
Online course subscriptions available
Personal development training

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