Lead Residential Retention Representative

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

Are you passionate about transforming challenges into opportunities? As a Lead Residential Retention Representative at Spectrum, you will play a pivotal role in safeguarding our customer base and driving revenue growth. Your expertise in customer service will empower you to retain and upsell services like TV, internet and phone, while supporting your team and resolving escalated issues. By balancing customer satisfaction with strategic retention goals, you will make a significant impact on our success.

Join us to enhance customer loyalty and contribute to a thriving, dynamic organization.

• Lead escalated customer interactions, resolving concerns and promoting Spectrum’s services
• Support retention representatives with expert guidance on customer tools and processes
• Address billing, pricing, equipment and service questions using clear, customer-focused communication
• Document account updates and case details accurately in required systems
• Stay informed about Spectrum’s network to efficiently resolve customer issues
• Ensure compliance with Spectrum’s policies and procedures in all tasks
• Identify and communicate trends affecting customer satisfaction and retention

• Office-based position
• Flexible schedule required, including evenings, weekends, holidays, overtime, and shift changes

• High school diploma or equivalent.

• 2+ years in Customer Service or Contact Center roles.

• Proficient in clear, straightforward and professional communication
• Superior problem-solving and decision-making ability
• Friendly, professional and confident demeanor in customer interactions
• Ability to multi-task and prioritize effectively across systems and processes
• Ability to work independently with minimal supervision
• Ability to research and resolve complex issues efficiently
• Demonstrated knowledge of Spectrum’s video, internet and phone services

• Associate or Bachelor’s degree, or technical/trade certification

• 1+ year(s) Customer Solutions experience
• Experience using billing software such as CSG or Agent OS

CRT 2025

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.