Construction Support & Compliance Specialist II

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. JOB SUMMARY Under minimal supervision, responsible for ensuring accurate data in the Serviceability Workbook tool, contacting appropriate functional teams for updates on non-compliance to standardized policies and procedures, particularly relating to surveys and construction projects, responding to internal and external customer escalations, and order fall out, including any additional follow-up needed before installation or after failed installation due to serviceability. This is a senior level position, with expectations that the Representative has in-depth knowledge of multiple systems and the overall process flow from initial customer sale interaction to installation, and can effectively provide support for complex problems and escalations. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience. Gather and manage email escalations to various functional teams from internal and external customers. Ensure data integrity for surveys and construction projects in the Serviceability Workbook tool. Escalate non-compliance to standardized policies and procedures to the appropriate functional team. Monitor dashboards and reports, and take appropriate actions to advance the order process. Escalate delays to appropriate stakeholders. Manage 'failed install' escalations by confirming serviceability status, submitting surveys, and providing order status updates. Work with operations and other departments to determine the serviceability of an address, following defined processes. Ensure timely trafficking of escalations that may require additional follow-up. Re-direct out of scope escalations to appropriate department and note source. REQUIRED QUALIFICATIONS Required Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to work independently and in group environment Aptitude to grasp new concepts, including engineering language and design configurations, and drive continuous operational improvements Effective customer orientation with expert ability to effectively resolve customer questions and issues Ability to solve problems while working under pressure Demonstrate judgment, initiative, and sense of urgency to accomplish job responsibilities Ability to simultaneously support multiple projects, while working calmly and effectively in an environment with multiple, often shifting, priorities Exhibit professional courtesy and patience with both internal and external customers Proficiency with personal computer and software applications, such as MS Word, Excel, PowerPoint Advanced knowledge of general billing procedures Advanced knowledge of applicable sales and CRM tools (Salesforce, Siebel), billing systems, and other related software (e.g., Synchronoss, Neustar, GIS, Buyflow, Lerg, Neustar, Drum, Intrado) REQUIRED EDUCATION High School Diploma or equivalent REQUIRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS Customer service experience - 4+ Billing platform experience - 4+ PREFERRED QUALIFICATIONS Preferred Skills/Abilities and Knowledge Preferred Education College course work in accounting, business, or related field or equivalent work experience PREFERRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS Experience with the cable/telecommunications industry WORKING CONDITIONS Office environment Flexible work schedule may be required CSU108 2025-61224 2025 Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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 by our Spectrum products and services, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and 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. Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.