Spectrum · 2 hours ago
Customer Service Support
Lāna‘i City, HI
Full-time
Onsite
Entry Level
1+ years expSpectrum is a leading provider of communication and entertainment products for residential and business customers. The Customer Service Support role focuses on promoting customer satisfaction, providing administrative support, and ensuring accurate processing of customer inquiries and transactions.
Digital EntertainmentInternetTelecommunications
No H1B
Responsibilities
Promotes customer service satisfaction through product knowledge, services and payment processing
Actively and consistently support all efforts to simplify and enhance the customer experience
Provides administrative support for all areas of customer service to include, but not limited to:
Enters various information into computer system
Tests changes to the biller, IVR, Avaya phone system and other applications for accuracy
Maintains security access requests for the biller and other applications
Performs callbacks to customers for various reasons (e.g. schedule dates, PPV credits, equipment reboots, Digital Phone and EZ connect, and other follow ups)
Posts work and sales orders
Data entry of weekly and monthly sales statistics
Data entry of TCS (forecaster)
Monitors Digital Phone, EZ connect, and other orders for accuracy and completion
Maintains special campaigns
Maintains special and bulk billing accounts
Handles customer correspondence via all venues (e.g. chat, phone and email)
Identify opportunities to generate sales by consistently applying the Customer Interaction Process (CIP)
Delivers product and service solutions by providing education and support on Spectrum products and services
Places orders and schedules appointments
Maintains strong knowledge of all products, pricing plans, promotions and service features for Charter, as well as our competitors
Educates and engages customers through product demonstrations
Provides prompt and courteous customer service
Responds to customer issues according to established Company policies
Troubleshoots, diagnoses and resolves customer inquires
Accurately enters all required information into the system and completes all necessary paperwork to support sales activities in a manner consistent with quality control guidelines
Performs customer payment functions consistent with all cash handling policies and procedures
Processes billing adjustments on customer accounts
Completes all aspects of opening and closing the store in accordance with established procedures
Receives, issues and tracks customer equipment and assists with inventory maintenance
Maintains store appearance and provides a consistently professional and welcoming atmosphere for customers
Consistently demonstrates adherence to all the Company and Store policies and procedures
Completes required training and demonstrate associated skills and competencies
Supports team members as necessary
Performs other duties as assigned by management
Regular attendance required
Copies and files various reports
Contacts customers to reschedule cable hookup appointments
Distributes and files various reports
Performs various copying and faxing services
Qualification
Required
Ability to read, write, speak and understand English
Ability to type 40 words per minute, effectively use telephone system and ten-key adding machine
Must have effective telephone etiquette, persuasive, verbal, written and interpersonal communication skills
Working knowledge of general office procedures, basic mathematics and bookkeeping; PC applications, Windows, WORD, and EXCEL
Able to handle various tasks simultaneously, to organize and prioritize, and handle a high volume of work
Ability to communicate with employees, customers, suppliers, in person, on the phone and by written communications in a clear, straight forward, and professional manner
Possess a self-motivated, competitive spirit and desire to exceed sales goals
Carries a positive and professional demeanor
Detail-oriented and a good problem solver
Flexibility to work in multiple locations
Basic math skills
Knowledge and ability to use computer and software applications
Ability to accurately handle payment transactions
Effectively able to handle multiple tasks in a fast-paced team environment
Ability to prioritize, organize effectively and work independently
High School Diploma or equivalent
Sales experience - 1-3
Customer Service experience - 1-3
Preferred
Ability to work at any location
Willing to work any shift schedule, including overtime
Proficient on the computer including a working knowledge of Windows, Word and Excel
Stable employment history
Knowledge of latest technology and devices
Benefits
Comprehensive pay and benefits package
Company
Spectrum
Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$11.4MKey Investors
North Carolina Department of Information Technology
2023-09-01Grant· $11.4M
2015-05-26Acquired
2007-03-01IPO
Leadership Team
Dinesh Jain
Chief Operating Officer
Ken Guiberson
Group Vice President, Digital Self-Service
Recent News
2026-01-20
2026-01-06
Sports Business Journal
2025-11-08
Company data provided by crunchbase