Mobile Customer Service Lead

Overview

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

• Serve as the primary contact for the Spectrum Mobile team and for customer escalations; provide expert support related to troubleshooting Spectrum Mobile offerings, technical requirements, and billing information; work under minimal supervision.
• Provide quality service to customers via phone in account management, maintenance, billing, problem solving, enhancement, and troubleshooting.
• Handle full service end-to-end billing questions, issues, and concerns ranging from general questions to payment-related items and Spectrum Mobile repairs by troubleshooting with customers to resolve difficult issues with devices and mobile phone services using available diagnostic tools and resources.
• Demonstrate accountability by following through on all necessary customer touchpoints with appropriate urgency.
• Collaborate with upper management to streamline troubleshooting processes and to create and maintain appropriate troubleshooting procedures.
• Manage representative and customer interactions professionally and effectively.
• Assist representatives with customer questions and escalations in a timely, thorough, and efficient manner.
• Effectively present and discuss Charter’s products and services.
• Remain current and knowledgeable on every aspect of supported products.
• Coordinate and communicate with the Call Center Supervisor to ensure efficient operations and customer satisfaction.
• Comply with all company and call center policies and procedures.
• Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
• Ability to perform other duties and/or projects as assigned.

• Advanced knowledge of billing systems as well as troubleshooting for Spectrum Mobile devices, features and services.
• Excellent verbal and written communication skills.
• Complex problem solving skills.
• Strong follow-up skills, accuracy and attention to detail.
• Excellent customer service skills, including a positive phone demeanor.
• Willingness to work various schedules including holidays.
• Proficiency with PCs, Microsoft Office Suite and general intranet navigation.

High school diploma or equivalent.

• Successful completion of a minimum of 1 year as a Spectrum Mobile, or other Charter Core Service Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level.
• Experience in cable operations, mobile and/or telecommunications call center.

• Skills/Abilities and Knowledge:
  Ability to effectively train and offer guidance to other representatives.

Cop 2026

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.

Who You Are Matters Here

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