Responsibilities
Position Type: Full Time
Location: Morrisville, North Carolina
Date Posted: Date posted 03/01/2023
Areas of Interest: Call Center, Customer Operations, Customer Service
Requisition Number: 332985BR
Business Unit: Customer Operations
At a Glance
Full-time entry to midlevel chat-based roles troubleshooting and resolving customer cable and video service issues, including repair, billing, and accounts.
Profile: A confident and tech-savvy problem solver who will troubleshoot and resolve a variety of service and equipment issues for multiple customers at the same time. They use patience and strong written communication skills to uncover customer needs, answer questions, and leave a positive impact on every customer interaction.
Benefits include fully paid training and time off, comprehensive health packages, retirement savings, free Spectrum services where available, and more.
Who are you?
Are you ready for something new? No matter your background, our thorough training program can put you ahead of the curve on all the latest Spectrum video, internet and phone technology. We’ll help you develop skills to be comfortable in your role troubleshooting and resolving customer issues. Your attention to detail will be vital as you make note of actions taken to record the customer’s service history. Take the knowledge you gain in training and turn it into customer service wins. If you’re ready to learn, this is a role with a lot of potential.
What is the Repair Chat Agent role?
It's about building relationships and turning the knowledge you gain in training into customer service wins. Repair Chat Agents make a real difference to their customers and the company. You will provide chat-based support and repair services that keep people connected and informed. We’ll help you develop the skills to get comfortable in your role troubleshooting and resolving equipment issues, and walking customers through fixes you can make together. Address advanced technical inquiries using diagnostic tools to get services running smoothly. If an issue requires extra attention, you can bring in additional internal support and field technician teams to get things back on track. Understanding the products and your customers’ sense of urgency will help you navigate your way to a satisfying customer experience.
It’s all about learning and growing.
This may be a new road for you, but the journey is all mapped out. There's a lot to learn, and our thorough, fully paid training can make you an authority on Spectrum's industry-leading products and services in about five weeks. After that, you’ll be ready to navigate customer-facing systems and troubleshooting 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. One-on-one time with department leaders and additional support give you everything you need to create a streamlined process for your customers and yourself.
With a deliberate path to success.
We believe the best people to lead are those who have been down the same road before. Our supervisors are provided the same training you receive, 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. Take your first step toward a long and rewarding career with Spectrum.
The benefits are clear.
In addition to the core benefits — industry-leading retirement savings plans, comprehensive health care, and paid training and time off — we offer free Spectrum products and services where available, education assistance, and a selection of other programs to support team members and their families.
What's required to get started?
The minimum qualifications for the Repair Chat Agent are:Ability to read, write, speak and understand English
High School Diploma or GED
Preferred qualifications
1 year previous customer service experience
6 months or more of basic technical support experience
6 months or more working with computers and multiple software applications
Are you ready to join our team?
Now that you know a little more about us, why not apply now? Heads up! There is a brief assessment in the application. We recommend taking the assessment in a distraction-free environment.
Job Type: Full-time
Pay: From $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
