This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Do you excel at turning challenges into positive experiences and supporting both customers and colleagues? As a Customer Solutions Lead at Spectrum, you will serve as a trusted resource for escalated customer issues and provide guidance to retention representatives, ensuring account accuracy and delivering solutions that keep customers connected to Spectrum’s core services. Your expertise will help maximize customer satisfaction and drive ongoing business success. 

How You Will Make an Impact 

Serve as the primary contact for escalated customer cases, transforming challenges into positive outcomes while retaining and upselling Spectrum’s video, internet and phone services Support retention representatives by resolving complex issues using customer-facing applications and clear, customer-friendly language Accurately document all interactions and account corrections in required systems to ensure timely and precise service Maintain up-to-date knowledge of Spectrum’s network infrastructure to effectively address and resolve customer concerns Achieve all productivity, technical and process goals by adhering to Spectrum’s values, policies and procedures Identify and report trends or issues that may impact customer satisfaction and retention 

Working Conditions 

Office-based environment Flexibility to work evenings, weekends, holidays and overtime as needed May require changes in shift to meet customer needs 

What You Will Bring to Spectrum 

Required Qualifications 

Education 

High school diploma or general education degree required (GED)

Experience

2+ years of customer service or contact center experience 

Skills

Read, write, speak and understand English Confident and friendly demeanor on the telephone and in person Clear, straightforward and professional communication with customers and colleagues Superior problem resolution and decision-making skills Proficiency in Microsoft Office applications Multitask across systems, products and processes Capacity to work independently with minimal supervision Adaptability to quickly research and resolve complex issues with limited information Knowledge of cable communications products and services including video, internet, home and mobile phone 

Preferred Qualifications 

Education 

Associate’s degree, bachelor’s degree or technical/trade school certification 

Experience

1+ year as a Residential Retention Representative Experience with billing software such as CSG or ICOMS 
SRT111 2026-69346 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: 13533 Business Unit: Spectrum Business Zip Code: 28273

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.