Serviceability Specialist

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

Are you looking for a role where your attention to detail and communication skills directly impact customer satisfaction? As a Serviceability Specialist I at Spectrum, you’ll support our Care and Field Operations teams, acting as the bridge between customers and service availability. Your contributions will ensure timely, accurate information and enhance the overall experience for both residential and commercial clients.

• Investigate and process serviceability requests using research and effective listening to gather all necessary information
• Clearly explain serviceability findings and information to internal teams, empowering representatives to deliver timely and positive customer resolutions
• Accurately build and update addresses in billing databases while following company protocols and business rules to support one-call resolution
• Collaborate with management and various departments to resolve serviceability issues on behalf of customers
• Multi-task by managing inbound phone queues, email requests and outbound follow-up calls while performing required reporting duties
• Maintain and protect confidential information to safeguard Spectrum and our customers
• Meet or exceed department goals and objectives while adapting to a high-volume, fast-paced environment

• Education
  • High School Diploma or equivalent
• Experience
  • 1 year call center customer service experience
  • 1 year in cable or related telecommunications or broadband industry
  • Experience with cable industry software
• Skills
  • Ability to read, write, speak and understand English
  • Clear and effective oral and written communication skills
  • Ability to communicate with all levels of management and personnel
  • Strong multitasking abilities
  • Effective prioritization and organizational skills
  • Sound judgment and initiative
  • Proficiency with personal computers and software applications such as word processing and spreadsheets
  • Ability to work independently and remain detail-oriented with a high degree of accuracy
  • Ability to stay organized and calm under pressure
  • Knowledge of cable billing, operations and accounting procedures
  • Knowledge of cable television products and services
  • Ability to work while seated for prolonged periods

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