About the position
GROW your career with Spectrum! We offer professional development straight out of training, including opportunities to join special teams like Chat, Technical Support, and more! This position is an in-office opportunity only. Please ensure that you can work at our call center office in Kansas City, Missouri before applying. As a Mobile Customer Service Representative, you will engage in full-time entry-level to mid-level customer service roles, troubleshooting and resolving mobile customer technology and service issues, including repair, billing, and accounts. We are looking for a tech-savvy problem solver who can multitask to repair a variety of services and equipment. Mobile Representatives use patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on customer interactions. Benefits include fully paid training and time off, comprehensive health packages, retirement savings, free Spectrum services where available, and more. Your dedication and resourcefulness, paired with the strength of our products and services, keep services flowing and customers satisfied. Your attention to detail is essential; you'll keep a record of actions taken and create documents that ensure your customers' service histories are available for future Representatives. This role is about building relationships and turning the knowledge you gain in training into customer service wins. Mobile Representatives make a real difference to their customers and the company, providing over-the-phone support on a wide range of mobile products and services, including accounts and billing, diagnostics, enhancements, and repairs. You will have advanced diagnostic tools to help you address technical inquiries and get services running smoothly, talking customers through fixes you can make together. If an issue calls for extra attention, you will bring in additional internal support to get things back on track. Understanding the products and your customers' sense of urgency will help you create a satisfying customer experience. There's a lot to learn, and our thorough, fully paid training can make you an authority on Spectrum's Mobile products and services in about a month. After that, you'll be ready to troubleshoot customer-facing systems like a pro. The industry moves quickly; to stay on top of it, we provide training updates to keep you up-to-date on our newest products, services, and upgrades so you'll be ready for any question that comes your way. With a deliberate path to success, we believe the best people to lead are those who have been down the same road before. Most of our supervisors started as Representatives themselves, so they know exactly what kind of support will help you grow into a successful employee. With well-established career paths across multiple lines of business, advancement is a very real and achievable goal. Make your first move toward a long and rewarding career with Spectrum. The benefits are clear. In addition to the core benefits, we offer free Spectrum products and services where available, education assistance, tuition reimbursement, employee discounts, and a selection of other programs to support team members and their families.
Responsibilities
- Troubleshoot and resolve mobile customer technology and service issues, including repair, billing, and accounts.
- Provide over-the-phone support on a wide range of mobile products and services.
- Utilize advanced diagnostic tools to address technical inquiries and assist customers in fixing issues.
- Maintain accurate records of customer interactions and service histories for future reference.
- Participate in ongoing training to stay updated on the latest products, services, and upgrades.
- Collaborate with internal support teams when issues require additional attention.
- Build relationships with customers to enhance their service experience.
Requirements
- High School Diploma or GED is required.
- Ability to read, write, speak, and understand English is necessary.
- 6 months or more of customer service experience is preferred.
- 6 months or more of working with multiple software applications is preferred.
- 6 months or more of high-volume phone experience in a customer service/call center job is preferred.
- 6 months or more of experience working in cable operations, mobile, or telecommunications call center is preferred.
Nice-to-haves
- Experience in a technical support role.
- Familiarity with mobile technology and services.
- Strong problem-solving skills and ability to multitask.
Benefits
- 401(k)
- Dental insurance
- Employee discount
- Family leave
- Health insurance
- Opportunities for advancement
- Paid training
