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Lead, Spectrum Business (Technical Support)

Company: Spectrum
Location: Louisville
Posted on: September 17, 2020

Job Description:

JOB SUMMARY

Spectrum Business Services Customer Care Repair team currently seeks a SMB Care Lead. The purpose of this position is to assist the Customer Care Business Services repair team with customer escalations, supporting the front-line Billing Specialist and Supervisors with questions or concerns, and managing off phone transactions and activities to support the billing operations call centers.

MAJOR DUTIES AND RESPONSIBILITIES

Assists Customer Care Professionals answering questions and/or providing coaching to ensure specialists understand troubleshooting, all products and services, and has strong knowledge of policies and procedures.

Serve as a liaison between management and the client to manage client issues and escalate to upper management as needed.

Assists in handling escalated problem-solving issues and difficult customer calls, while working with the management team.

Manage support email queues and incoming communications for customer issue resolution

Provide real time support of frontline repair specialist needs through group chat sessions, inbound phone calls, and/or direct engagement on the call center floor

Answer incoming repair support calls from customers as needed

Facilitate ad-hoc team meetings as needed and assist leadership with process and compliance communications

Assists in identifying call driver activity and maximizing real time agent efficiencies

Assists in building team environment and helping to lead process and operational change

Perform other duties as assigned.

JOB REQUIREMENTS

Skills/Abilities and Knowledge

Must maintain a high level of confidentiality and good judgment in dealing with customer and employee issues and handling complicated requests

Must have flexible work hours to include holiday work hours and/or weekends, and be available for overtime as required by business needs

JOB REQUIREMENTS (cont.)

Must be able to communicate effectively and adapt to various communication styles for feedback and issue resolution

Strong attention to detail required

Knowledge of SMB Customer Service operations (Salesforce, Billing Systems Platforms, CSG/ICOMS, Rio, DOCSIS)

Working knowledge of Microsoft Word and Excel

Education and Experience

High school diploma or general education degree (GED) required

Associated Degree or comparable certification preferred

Must have 1 year of customer service call center experience or equivalent

Minimum of 6 months experience as a Business Services Customer Care Billing-Repair Specialist experience or equivalent

Thorough knowledge of Spectrum applications such as ICOMs, CSG, SalesForce, KANA, and Issuetrak is preferred

WORKING CONDITIONS

Normal office conditions

Keywords: Spectrum, Louisville , Lead, Spectrum Business (Technical Support), IT / Software / Systems , Louisville, Kentucky

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