Rep, Residential Customer Solutions Mobile (Bilingual Spanish)

TheMobile Customer Retention Representative playsa critical role in supporting customer loyalty and long-term satisfaction by delivering exceptional service and consultative solutions across Spectrum's full suite of products and services, with a primary emphasis onSpectrum Mobile.The roleengagesdirectly with customers to resolve concerns, strengthen product value, and identify opportunities to retain and deepen customer relationships through personalized service and solution-based selling.

Major Duties andResponsibilities

• Actively and consistently support all efforts to simplify and enhancethe customerexperience.

• Demonstrate a high level of customer satisfaction, professionalism, and courtesy in every customer solutions interaction. Use active listening, clear and respectful communication, follow call flow and customer service standards.

• Consistently achieve weekly and monthly Customer Solutions performance goals by applying call flow standards and maintaining activity levels that support measurable results.

• Respond toMobilecustomer solutions calls promptly and consistently meeting call handling performance expectations.Assist customers with questions related to billing, pricing, packaging, service concerns, account maintenance, and general product support.

• Present andexplainSpectrum's full portfolio of products and services, includingSpectrum Mobile, Internet, TV, Voice, and other applicable service offeringsto resolve customer concerns using customer-friendly communication and solutions-focused problem-solvingwith a strong emphasis on mobile solutions.

• Demonstrate proficiency in positioning Spectrum Mobile products and services, including wireless plans, devices, features, and service options, to support customer retention and re-sell opportunities.

• Maintain knowledge of competitor pricing, packaging, and products to effectively compare offerings and strengthen customerretentionoutcomes.

• Process customer transactions accurately within billing and order management systems, including retained accounts, account lookup, account updates, and new sales order entry.

• Identify opportunities to upsell products and services by understanding customer needs and offering tailored solutions, contributing to increased sales and customer satisfaction.

• Perform other duties as requested by leadership.

Required Skills/Abilities and Knowledge

• Ability to communicate in a clear, professional, and customer-focused manner.

• Ability to build rapport, overcome objections, and retain customers through solution-oriented conversations.

• Ability to work effectively in a fast-paced,metrics-driven call center environment.

• Ability to learn and apply billing, account management, and order entry systems and related tools.

• Knowledge of sales practices, customer retention techniques, and service recovery methods.

• Working knowledge of Spectrum products and services, especially mobileofferings, preferred.

• Knowledge of competitor wireless, internet, video, and voice products and services preferred.
• Bilingual - Spanish

Education

• High school diploma or equivalent required.

Preferred Related Work Experience and Number of Years

• 2+ yearsCall center sales experience preferred

Working Conditions

• Works in a structured call center environment.

• Required to manage multiple systems and applications while handling customer interactions.

• May be required to work a flexible schedule, including evenings, weekends, and holidays, as business needs dictate.