Lead Enterprise Client Service Representative

Do you excel at navigating complex scenarios and supporting teams with your expert knowledge? As a Lead Client Services Representative at Spectrum, you will be the trusted resource for process, product and policy questions, resolve escalations and guide the team through challenging cases. Your leadership and technical skills will ensure smooth operations, accurate account management and outstanding service for our clients. 

• Serve as the team’s subject matter expert for policies, processes, products, pricing and tools, supporting representatives with complex scenarios
• Assist Client Services Representatives to ensure work types are accurate, complete and compliant with sales, pricing and capital policies, and entered into CRM systems promptly
• Monitor sales and CRM systems for activity funnels and team performance against service level objectives, taking action to ensure targets are met
• Lead observation sessions and coach Sales Operations Specialists on systems and processes to build team expertise
• Respond to customer questions and escalations efficiently, providing thorough assistance and fostering positive interactions
• Identify system and order defects across CRM, billing and other platforms, report issues to leadership and assist with order triage and resolution
• Coordinate with the Call Center Supervisor to maintain operational efficiency and customer satisfaction
• Conduct Operational Readiness Testing and User Acceptance Testing for project deployments and assist with special projects
• Document customer account records accurately and perform complex departmental analyses
• Identify training and skill gaps, delivering feedback and recommendations to strengthen team performance
• Remain current on supported products and comply with all company and call center policies

• Normal office environment
• Flexibility to work extended hours

• Bachelor’s degree in a related field or equivalent combination of education and experience

• 4 + years of sales support or customer service experience
• 4 + years of commercial (B2B) sales and CRM platform experience (Salesforce, Siebel or similar)
• 4 + years of commercial (B2B) billing platform experience (CSG, ICOMS, Oracle or similar)
• 3 + years of customer service representative experience
• 2 + years of data entry experience

• Read, write, speak and understand English
• Strong computer skills including proficiency in Excel, PowerPoint and Word
• Excellent communication, organization and time management abilities
• Advanced skills with PCs, Microsoft Windows and intranet navigation
• Expertise in internet, phone operations or telecommunications call center environments
• Advanced ability to build complex orders and select accurate Salesforce and billing codes
• Critical thinking skills for solving highly complex problems beyond standard procedures. Sound Judgement and decision-making abilities
• Skill in identifying and resolving order errors, system defects and coordinating triage across departments
• Strong customer orientation with responsiveness and effective issue tracking
• Build relationships across the organization and manage multiple initiatives independently