Provides best-in-class customer support related to Charter services, including handling billing inquiries and payments, troubleshooting video and internet/phone issues, and providing support for Accessibility Solutions products. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring all issues are addressed consistently with company policies and practices. The position requires the employee to be a subject matter expert related to our services, with the capability to navigate efficiently through our workflows processes and use our tools effectively. Works under general supervision.

***START DATE: AUGUST 8, 2025***

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.

Effectively present and discuss Charter products and services.

Convey an image of quality, integrity and superior understanding regarding services.

Manage customer interactions professionally and efficiently.

Effectively address customer questions, complaints and concerns.

Remain current and knowledgeable on every aspect of supported product.

Facilitate customer issue escalations to local management/support as required.

Comply with company and call center policies and procedures.

Accurately document customer account records based on actions taken.

Fulfill work schedules as required.

Participate in quality coaching sessions to ensure interactions with customers are efficient and effective.

Keep supervisor informed of any work-related concerns.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Capability to empathetically adjust communication style based on audience
Anticipate and diagnose customer needs
Ability to handle multiple tasks
Strong organization and time management skills
Proficiency with PCs, Microsoft Office Suite and general intranet navigation

Education
High school diploma or equivalent

Related Work Experience                                                                                                        
 Number of Years
Video or internet repair customer service experience (billing a plus) .5+
Working with computers and multiple software applications simultaneously 1+
Experience working in cable operations and/or telecommunications call center
Experience working with customers with accessibility needs

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.
FCC Unit: 13527 Business Unit: Customer Operations Zip Code: 79906

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