Lead Residential Retention Rep (Bilingual Spanish)

The Residential Retention Leads are service-minded individuals who provide premiere customer service to Spectrum customers. These customer interactions include maximizing opportunities to retain existing customers from disconnecting while retaining and upselling core products such as video (TV), internet (data), and home and mobile phone services. Residential Retention Leads execute strategy that strikes balance between saving customers and retaining revenue. This position provides support to Residential Retention Representatives and Customers. This includes ensuring account corrections are accurately submitted and timely. Additionally, Residential Retention Leads alleviate escalated customers concerns and bring them around to value-added plans as they seamlessly transition between conversation and computer billing programs.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience.
• Support internal Retention Representatives using customer-facing applications and tools, effectively resolve issues using customer-friendly language on a variety of concerns: billing, pricing and packaging, availability, equipment changes, prorations, escalations, etc.
• Consistently and accurately document databases, as required (i.e., CSG, ICOMS, Gateway)
• Maintains, on a daily basis, an effective working knowledge of our Spectrum network infrastructure to effectively resolve customer related issues.
• Performs all work-related tasks, including escalation of issues, in a manner that is in compliance with Spectrum values, policies and procedures.
• Consistently meets all delivery, technical, productivity, and process goals.
• Responsible for identifying and reporting trends and issues impacting customers.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to communicate with customers and colleagues in a clear, straightforward and professional manner
• Superior problem resolution skills
• Ability to be friendly, professional, and have a confident demeanor on the telephone and in person
• Ability to use Microsoft Office suite applications
• Ability to multi-task with a variety of systems, product and processes and use good judgment in making decisions
• Ability to work independently and with minimal supervision
• Ability to adapt quickly, research complex issues, and make decisions with limited information
• Demonstrated knowledge of cable communications products and services to include video (TV), internet (data), home and mobile phone
• Bilingual: Spanish Required

Required Education
High school diploma or equivalent

Required Related Work Experience and Number of Years
Customer Service or Contact Center experience - 2-3

PREFERRED QUALIFICATIONS
Preferred Education
Associates or Bachelor's degree, or technical or trade school certification

Preferred Related Work Experience and Number of Years

• Residential Retention Representative - 1+
• Billing software (i.e. CSG or ICOMS) experience

WORKING CONDITIONS

Office environment

Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business - we need to be there when our customers need us

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