Lead Residential Retention Representative

Posted 2 days ago

spectrumLas Vegas (NV)

Customer Service Representatives Telemarketing Bureaus and Other Contact Centers

SENIORITY

Junior

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About the role

Lead Residential Retention Representative Are you passionate about transforming challenges into opportunities? As a Lead Residential Retention Representative at Spectrum, you will play a pivotal role in safeguarding our customer base and driving revenue growth. Your expertise in customer service will empower you to retain and upsell services like TV, internet and phone, while supporting your team and resolving escalated issues. By balancing customer satisfaction with strategic retention goals, you will make a significant impact on our success. Join us to enhance customer loyalty and contribute to a thriving, dynamic organization.

Responsibilities

How You'll Make an Impact:

Lead escalated customer interactions, resolving concerns and promoting Spectrum's services
Support retention representatives with expert guidance on customer tools and processes
Address billing, pricing, equipment and service questions using clear, customer-focused communication
Document account updates and case details accurately in required systems
Stay informed about Spectrum's network to efficiently resolve customer issues
Ensure compliance with Spectrum's policies and procedures in all tasks
Identify and communicate trends affecting customer satisfaction and retention

Working Conditions: Office-based position Flexible schedule required, including evenings, weekends, holidays, overtime, and shift changes

Qualifications:

Required Qualifications
EducationHigh school diploma or equivalent.
Experience 2+ years in Customer Service or Contact Center roles.

Skills & Abilities:

Proficient in clear, straightforward and professional communication
Superior problem-solving and decision-making ability
Friendly, professional and confident demeanor in customer interactions
Ability to multi-task and prioritize effectively across systems and processes
Ability to work independently with minimal supervision
Ability to research and resolve complex issues efficiently
Demonstrated knowledge of Spectrum's video, internet and phone services

Preferred Qualifications:

EducationAssociate or Bachelor's degree, or technical/trade certification
Experience 1+ year(s) Customer Solutions experience
Experience using billing software such as CSG or Agent OS

Before you apply

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Your profile is current

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A number in mind

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Your notice period

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Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.