About Company
Charter Communications, operating under the Spectrum brand, is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. We offer a full range of advanced residential and business services including Spectrum Internet, TV, Mobile and Voice. At Spectrum, we are committed to connecting people to what matters most. Our innovative spirit drives us to deliver exceptional services, foster a dynamic work environment, and contribute positively to the communities we serve. We believe in empowering our employees with the tools, training, and support they need to succeed and grow their careers. Joining our team means becoming part of a diverse, inclusive, and forward-thinking organization that values collaboration, customer satisfaction, and technological advancement. We are continually evolving to meet the demands of a connected world, and we invite passionate individuals to help us shape the future of connectivity.
Job Description
Are you a proactive problem-solver with a passion for exceptional customer service in the digital realm? Charter Communications (Spectrum) is seeking a dedicated and experienced Remote Online Support Executive to join our fully remote team. In this pivotal role, you will be the front-line expert for our customers, providing top-tier support for Spectrum products and services primarily through online channels, including chat, email, and social media platforms. This isn’t just about answering questions; it’s about building relationships, resolving complex issues efficiently, and ensuring our customers have a seamless and positive experience with Spectrum. You will be responsible for addressing technical inquiries, billing questions, service requests, and advanced troubleshooting for internet, TV, mobile, and voice services. We are looking for an individual who thrives in a fast-paced environment, possesses excellent communication skills, and has a strong ability to de-escalate situations with empathy and professionalism. As a Remote Online Support Executive, you will play a crucial role in customer retention and satisfaction, acting as an advocate for their needs and contributing directly to the brand’s reputation for outstanding support. This is a full-time, fully remote opportunity, allowing you to work from the comfort and convenience of your home while still being an integral part of our collaborative team. We provide comprehensive training and ongoing support to ensure your success in this role, along with a robust benefits package.
Key Responsibilities
- Provide expert online support to Spectrum customers via chat, email, social media, and other digital platforms.
- Diagnose and resolve complex technical issues related to internet, TV, mobile, and voice services.
- Effectively handle billing inquiries, service changes, and account management requests.
- Educate customers on product features, services, and self-help options.
- Proactively identify opportunities to improve customer satisfaction and retention.
- Accurately document all customer interactions and resolutions in CRM systems.
- Collaborate with other departments to escalate and resolve issues when necessary.
- Stay current with product updates, service changes, and company policies.
- Participate in ongoing training and professional development opportunities.
- Maintain a high level of professionalism and empathy in all customer interactions.
Required Skills
- Minimum 2 years of experience in a customer service or technical support role, preferably in a remote or online capacity.
- Excellent written and verbal communication skills.
- Proficiency in navigating and troubleshooting various operating systems and mobile devices.
- Strong problem-solving and critical-thinking abilities.
- Ability to work independently and manage time effectively in a remote environment.
- High-speed internet connection and a dedicated, quiet home workspace.
- Proficiency with CRM software and digital communication tools (e.g., live chat, email platforms).
- Customer-centric mindset with a passion for helping others.
Preferred Qualifications
- Experience in the telecommunications or broadband industry.
- Familiarity with Spectrum products and services.
- Bilingual proficiency (English and Spanish).
- Associate's or Bachelor's degree in a relevant field.
- Experience with advanced network troubleshooting (e.g., Wi-Fi optimization, modem/router configurations).
Perks & Benefits
- Competitive hourly wage with performance incentives.
- Comprehensive Medical, Dental, and Vision insurance.
- Paid Time Off (PTO) and company-paid holidays.
- 401(k) with company match.
- Tuition reimbursement program.
- Complimentary Spectrum services (Internet, TV, Phone) in eligible service areas.
- Career development and growth opportunities within a large, stable organization.
- Employee assistance program.
- Flexible, fully remote work environment.
How to Apply
Ready to connect with a rewarding career? Click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications and potentially welcoming you to the Spectrum team!