Community Solutions Technical Support Representative

Company: SPECTRUM
Location: Buffalo
Posted on: April 11, 2025

Job Description:

JOB SUMMARYThe Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company's Bulk/MDU offerings, technical requirements and billing information. The Community Solutions Representative will provide account management support in a manner consistent with Charter's policies, procedures and quality standards. Works under general supervision.
MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.
• Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
• Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
• 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
• Ability to perform other duties and/or projects as assigned
  REQUIRED QUALIFICATIONSRequired Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Knowledge of billing systems as well as troubleshooting for Video, Internet and VoiceDemonstrated verbal and written communication skills
  • Complex problem solving skills
  • Proven follow-up skills, accuracy and attention to detail
  • Demonstrated customer service skills, including positive phone demeanor
  • Ability to effectively train and offer guidance to other representatives
  • Proficiency with PCs, Microsoft Office Suite and general intranet navigationRequired EducationHigh school diploma or equivalentRequired Related Work Experience and Number of YearsExperience working in cable operations and/or telecommunications call center -Preferred Related Work Experience and Number of YearsPrevious customer service representative experience -WORKING CONDITIONSNormal office conditionsWorks various schedules including holidays -#ZRSM
    COP150 2025-51281 2025
    
    Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive 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.
    The base pay for this position generally is between $20.00 and $25.25. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
    
    
    
    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 Business and Spectrum Reach. When you join us, you're joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
    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.

Keywords: SPECTRUM, Buffalo , Community Solutions Technical Support Representative, IT / Software / Systems , Buffalo, New York