Rep, Residential Customer Solutions Mobile (Bilingual Spanish)

Mobile Customer Retention Representative

The Mobile Customer Retention Representative plays a 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 on Spectrum Mobile. The role engages directly 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 and Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• 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 to Mobile customer 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 and explain Spectrum's full portfolio of products and services, including Spectrum Mobile, Internet, TV, Voice, and other applicable service offerings to resolve customer concerns using customer-friendly communication and solutions-focused problem-solving with 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 customer retention outcomes.
• 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 mobile offerings, 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+ years Call 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.