Thriving Through Change: Adaptability and Dependability Led to This Manager’s Success

In the 19 years Charley has been here, his journey has been one of growth, resilience and dependability. Since starting as an Internet Repair Agent in 2005, Charley has seen unexpected changes in technology and job responsibilities. Now a Mobile Repair Customer Service Manager, Charley tells his colleagues that the ability to adapt to any situation definitely pays off.

Q: Did you anticipate staying with Spectrum for this long when you first started?

When I started as an Internet Repair Agent, I saw the job as a steppingstone to gain experience in the IT field and thought it was a good entry-level position to get some experience. I quickly discovered that troubleshooting and fixing customer issues brought me satisfaction, especially when I helped customers access their email or whatever they needed. I excelled at it and felt accomplished every day. As I became rooted in the company culture and saw the opportunities for growth, I wanted to build my career here. I never thought it would turn into what it did, but I am so glad it did.

Q: What convinced you that Spectrum was the right place to build your career?

My journey here has been a rollercoaster. I started as an Internet Repair Agent and held that position for two years. Then the company embarked on a joint mobile venture through industry collaboration. I transitioned to a new team as an agent, later becoming a Lead, handling various issues and escalations and connecting directly with our industry partner.

After about a year, the joint venture ended and the future of the role I held was uncertain, but I remained positive. My mantra has always been, "When one door closes, something else opens." My team transitioned back to Internet Repair and due to my dependability and the skills I’d learned and developed, I was chosen as a Lead for the group. A year later, I was promoted to Internet Repair Supervisor. I was eager to get to the next level and applied for the Internet Repair Vendor Manager position, which I was offered. I began overseeing outsourced operations in the Philippines, India, and Mexico, which involved extensive travel for site check-ups. In 2016, Spectrum eliminated outsourcing.

I suddenly found myself at a crossroads in my career but, again, another opportunity presented itself. I was offered the Internet Repair Customer Service Manager position at our Waterfront office. When various Buffalo locations were consolidated one year later, I was able to transfer to the Cheektowaga Video Repair Call Center, where I met Dave, Vice President, Customer Service. For the next four years I was a Video Repair Customer Service Manager.

Last year, a new Spectrum Mobile Call Center opened in Amherst and Dave offered me the chance to move to the new building. I accepted and transitioned to my current role as a Mobile Repair Customer Service Manager.

Q: How have your fellow employees and mentors helped your career growth?

Throughout my tenure, I’ve been lucky to have supportive mentors and colleagues who have been instrumental in my career development. I took advantage of coaching sessions to learn and grow. I always came prepared with questions and open to feedback. When I was a new agent, I remember asking my then-supervisor, Brian, Manager, Customer Service, questions in every coaching session, which helped me. Another leader who had a big impact on me was Tari, Vice President, Customer Service. I reported to her during my vendor management days. She was a fantastic leader and mentor. Throughout the various phases of my career, Tari checked in frequently with me, even after I transitioned to another role and reported to someone else.

I now report to Dave at the Mobile Call Center in Amherst. The primary reason I went to Mobile Repair was because Dave was leading the team. He is a great leader, always supportive in helping us be successful in our jobs.

Q: Have you taken advantage of any classes or training paid for by the company?

Absolutely. I tell new hires the learning never stops, and it’s the truth. Continuous learning is vital, and we offer various training sessions, including virtual leadership programs. These opportunities not only enhanced my professional skills but also allowed me to network with peers across different departments.

Q: How would you pitch Spectrum as a company where one can grow their career?

At Spectrum, the path to advancement is clear for those willing to put in the effort. Many leaders, including myself, started as frontline employees and climbed the ranks through hard work and dedication. Communicating your aspirations to your leaders, maintaining dependability, adaptability, a strong work ethic and keeping an open mind are crucial for advancement.

Q: How have your colleagues supported your growth throughout your career?

In my 19-year journey, I’ve transitioned through nine positions, adapting to company changes along the way. My colleagues – along with the culture, environment and great benefits – made here feel more to me than just a workplace; it’s my second family. But, most of all, I like what I do. It was an easy decision to stay and grow with the company.

As Charley explained, every day is something new inside our fast-paced call centers. Find out what an average day in the life of a Customer Service Representative looks like by clicking here: https://jobs.spectrum.com/call-center