Customer Service Lead

• →Responsible for providing quality service to customers via phone in account management, maintenance, billing, problem solving, enhancement, and troubleshooting.
• →Handles full-service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Spectrum Mobile repairs by troubleshooting with customers to resolve difficult issue with device and mobile phone services utilizing all available diagnostic tools and resources.
• →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.
• →Manage representative and customer interactions professionally and effectively.
• →Assist representatives with customer questions/escalations in a timely, thorough, and efficient manner.
• →Effectively present and discuss Charter’s products and services.
• →Remain current and knowledgeable on every aspect of supported product.
• →Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
• →Comply with all company and call center policies and procedures.
• →Identify training and skill gaps and provide proactive feedback and recommendations for improvement.
• →Ability to perform other duties and/or projects as assigned.

Required Skills/Abilities and KnowledgeAdvanced knowledge of billing systems as well as troubleshooting for Spectrum Mobile devices, features and servicesDemonstrated verbal and written communication skillsComplex problem solving skillsDemonstrated follow-up skills, accuracy and attention to detailDemonstrated customer service skills, including positive phone demeanorWorks various schedules including holidaysProficiency with PCs, Microsoft Office Suite and general intranet navigationRequired EducationHigh School Diploma or equivalentRequired Related Work Experience and Number of YearsSuccessful completion of a minimum of 1 year as a Spectrum Mobile, or other Charter Core Service Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous levelExperience in cable operations, mobile and/or telecommunications call centerPREFERRED QUALIFICATIONSPreferred Skills/Abilities and KnowledgeAbility to effectively train and offer guidance to other representativesWORKING CONDITIONSNormal office condition