Enterprise Resolution Manager

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Are you an expert at resolving complex client issues and turning escalations into positive outcomes? As an Enterprise Resolution Manager at Spectrum, you will be the primary intake for high-priority complaints and disputes, ensuring each case is managed with diligence and professionalism. Your ability to balance customer advocacy and company standards will help drive client satisfaction and operational improvements across the business.

• Serve as the main point of contact for ECAF complaints, executive escalations and client disputes, ensuring complete resolution with thorough research, communication and documentation
• Proactively monitor installation and disconnect funnel reports, track credit requests and coordinate all related activities
• Balance the roles of customer advocate and corporate representative, resolving complaints while adhering to Spectrum’s policies and standards
• Interface with internal departments through written and verbal communications to address client needs, set up internal conference calls and facilitate resolution of challenging issues
• Skillfully negotiate with customers, address concerns using strong listening and decision-making skills and diffuse escalated situations
• Conduct root-cause analysis for enterprise disputes, recommend process or policy changes to reduce complaints and support business reviews for field-based Client Services Managers
• Maintain and update internal databases with accurate customer information, ensuring proper contract tracking and regulatory submission as needed
• Monitor compliance of internal processes and procedures, staying current on all post-sales support systems, tools and policies
• Retain customers by addressing concerns and resolving complaints to improve satisfaction

• Office environment
• Exposure to moderate noise levels

• Bachelor’s degree or equivalent combination of education and experience

• 5+ years of sales relationship administration experience
• 5+ years of CSG or other billing system experience
• 5+ years of  or equivalent CRM experience

• The ability to read, write, speak and understand English
• Courtesy, patience and professionalism in customer relations
• Strong ability to prioritize and organize multiple projects and tasks
• Effective teamwork and independent work skills
• Ability to work seated for prolonged periods
• Proficiency in desktop tools and software applications such as Word, Excel, billing systems and
• Skill in fast-paced, structured environments with high transaction volumes
• Ability to maintain composure in stressful situations and diffuse challenging customer interactions
• Critical thinking and analytical abilities
• Intermediate proficiency in relevant software and technology

• College coursework in accounting or related field or equivalent work experience preferred

• Account Coordinator experience

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.