JOB SUMMARY
Responsible for the supervision of direct reports, to ensure all activities that contribute to the successful installation and ongoing support of Charter residential and commercial telephone and internet customers, including customer contact, Local Number Portability (LNP), switch provisioning and service activation. This includes provisioning, activations, troubleshooting and repair.
MAJOR DUTIES AND RESPONSIBILITIES
Provide guidance with order processing questions/issues and service complaints; answer questions regarding telephone services, technical troubleshooting, repair, dispatch and products; discuss billing questions and service concerns; provide instruction on troubleshooting techniques, including escalation procedures to be used with trading partners
Provide guidance with daily activities for LNP port in, port out and directory listing, and ensure performance objectives are achieved. Provide guidance regarding exception questions; assist with porting transaction questions/issues; provide instruction and telephone troubleshooting and diagnostic techniques; answer questions regarding telephone services and products; discuss service concerns as they relate to porting activities
Provide guidance regarding switch translations questions/issues and network element provisioning issues; provide instruction on telephony troubleshooting and diagnostic techniques
Provide guidance with telephone and internet installation and repair questions and issues
Coach and develop best practices for handling of service complaints, and handle escalation complaint calls from customers
Conduct monthly development sesssions with individual team members to coach and develop service excellence
Conduct annual performance evaluations, provide feedback and develop action plans for continuous improvement
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor performance metrics and provide feedback and coaching
Generate reports for management as required
Handle customer escalations per established policies, procedures and guidelines
Hire, evaluate, coach and counsel personnel in the performance of their duties
Interface with other departments through written and verbal communications to handle switch provisioning issues, network element provisioning issues and network issues; research customer complaints and provide feedback to requesting party
Perform other duties as required
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of telephony, VoIP, media gateways, IP Protocols including H.248 and Megaco, and voicemail servers
Knowledge of E911 translations to include knowledge of the MSAG & ANI/ALI requirements needed to support E911
Ability to effectively communicate with customers and external vendors in a courteous and professional manner
Ability to work with others to resolve problems and handle outside requests
Ability to use personal computer and software applications (i.e. Word, Excel, Pro Com, etc.)
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to show judgment and initiative and to accomplish job duties
Ability to work flexible hours and support night or weekend work as needed
Ability to troubleshoot both on-net and off-net translation issues that impact Charter's network
Knowledge of all functions and related tasks in the area of local number portability
Knowledge of telephone switch activation requirements and software
Knowledge of telephone network element activation requirements and software
Ability to prioritize and organize effectively
Knowledge of cable television products and services
EDUCATION
Bachelor’s degree in Business, Mathematics, Engineering or Computer Science, or equivalent work experience
RELATED WORK EXPERIENCE/NUMBER OF YEARS
Telephone service delivery experience 4
Switch operations or telephony operations 4
Service activation experience 2
Supervisory experience 1+
Telephone customer service experience preferred
WORKING CONDITIONS
Office environment
7 Day operation (Hours may vary)
TDP400 2026-68349 2026
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.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. FCC Unit: 13554 Business Unit: Field Operations Zip Code: 33637
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.