Full TimeGarfield Heights, OhioPosted 08/18/2025Business unit: Customer OperationsAreas of interest: Customer OperationsRequisition Number: 2025-59948COP560
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Spectrum is seeking an experienced Customer Service Manager to support the Spectrum Mobile Team at our Garfield Heights, OH location. This position is responsible for management of the operational aspects of Customer Service and support. The manager will assist in the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Charter´s Customer Service centers.
Actively and consistently support all efforts to simplify and enhance the customer and employee experience
Support Director in attaining operational objectives by supplying relevant analysis of operation performance data as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives.
Serve as a Customer Service focal point for planning and implementation of customer service operations within Charter to improve customer satisfaction in all customer interactions (telephone, front counter, and in the home).
Manage staff schedules in accordance with staffing objectives to ensure achievement of operational objectives.
Participate in the design and implementation of policies and procedures across multiple functions within call center operations.
Support call center new hire training efforts with HR and Training teams in accordance to the operational budget and forecast.
Ensure customers receive the best customer service possible.
Handle top priority customer issues through to resolution and identify improvement opportunities.
Manage customer service operations to ensure that customer claims and complaints are handled fairly and effectively.
Enforce policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations.
Responsible for the day-to-day execution and reporting of workforce planning strategy through local workforce teams.
Perform other duties as required.
REQUIRED QUALIFICATIONS:
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel, including presentation skills
Ability to manage work flow, improve overall company effectiveness and productivity
Ability to positively influence and persuade
Ability to prioritize and organize effectively
Ability to work independently
Advanced-products and services implementations skills
Demonstrated project management skills
Effective analytical PC skills
Strong knowledge of cable operations, customer care methods and new technologies
PREFERRED QUALIFICIATIONS:
Cable/Internet/Mobile customer service/call center experience 7+ years
Supervisory/leadership experience 5+ years
REQUIRED EDUCATION:
Bachelor's degree in Business Administration or related field, or equivalent experience
WORKING CONDITIONS:
Office environment - Onsite; full-time
Exposure to moderate noise level
Hours: 2nd shift hours - on call availability
SPECTRUM CONNECTS YOU TO MORE
Tools + Tech: Work with innovative, customer service technology and information systems
Supportive Teams: Learn from managers and work with team-oriented colleagues who want you to grow and succeed
Competitive Pay: Generous $20 per hour starting pay
Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company
Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
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 is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. 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.
