With over 32 million customers in 41 states as of 2022, it is the largest cable operator in the United States by subscribers, just ahead of Comcast, and the largest pay TV operator ahead of Comcast and AT&T. Charter is the fifth-largest telephone provider based on number of residential lines.

Outside Sales Representative

Connect people and communities by offering best-in-class telecommunication services through door-to-door solicitation of new prospective customers.

MAJOR DUTIES AND RESPONSIBILITIES

•  Actively and consistently supports all efforts to simplify and enhance the customer experience.
•  Tenacious and driven, you excel in environments where your reward is based on your effort – uncapped potential
•  Acquires new residential customers through door-to-door contact from assigned leads.
•  Conducts proactive consultative needs analysis with new prospective customers.
•  Develops and presents sales presentations/proposals on products and services that meet customers’ needs.
•  Accurately completes all necessary paperwork to support sales activities in a manner consistent with quality control guidelines, including but not limited to the following: dispositioning, entering sales orders, and reporting on sales.
•  Supports team and team goals by actively participating in all sales meetings and training programs as assigned.
•  Achieves monthly sales quotas in high-speed data, mobile, landline phone, and video sales.
•  Completes all administrative tasks related to products sold in accordance with department practice, policies, and procedures.
•  Well-informed about our competitors’ activities in assigned territory; informs manager of any changing competitive pricing programs, marketing directives, or door-to-door sales tactics.
•  Attends and successfully completes training programs.
•  Performs other duties as requested by supervisor.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand the English language.
• Engaging interpersonal skills.
• Ability to listen, formulate needs-based sales strategies, and articulate pitches to sell products and services.
• A passion to succeed and a strong personal drive to sell to prospective customers.
• Ability to travel (including during inclement weather) to and from assigned territories and company facilities using a reliable personal vehicle.
• Familiarity with computer operating systems and software applications as well as consumer and commercial communication devices (e.g., PDAs, smartphones, routers, modems, set-top converters, and wireless devices).
• Must be able to work evenings and weekends, as business needs dictate to maximize prospective customer contact.
• A valid driver’s license, car insurance, a satisfactory driving record, and the use of a reliable personal vehicle.
• Ability to work independently with little or no supervision.

 

Required Education

High School Diploma or equivalent work experience.

 

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

• Success in a previous sales position, prospecting, or cold calling; direct sales experience is preferred but not required.
• Knowledge of cable or telecommunications services, with an emphasis on data networking fundamentals and the ability to educate consumers on related products and services as needed.

 

Preferred Related Work Experience and Number of Years

2+ years sales or relevant work experience

 

WORKING CONDITIONS

• Spends approximately 90% of the time in an outside environment for extended periods in any season, with potential exposure to inclement weather.
• Minimal time in an office environment.
• Exposure to moderate noise levels.

Web Designer

Insight Global is seeking a Web Developer to support a Training & Development group within a large, enterprise telecom organization. This team recently went through an exciting rebrand and is looking for someone to help modernize and update their internal-facing web materials.

 

In this role, you’ll work closely with instructional designers, trainers, and creative leads to ensure that their digital content aligns with new branding standards and is accessible, engaging, and user-friendly. There’s also potential to contribute to light video editing and creative production work.

 

Responsibilities:

• Support updates and enhancements to internal training web platforms
• Modify HTML and assets within Adobe Experience Manager (AEM)
• Help maintain branding consistency across digital training materials
• Collaborate with cross-functional teams to implement updates and troubleshoot content issues
• Optional: Assist with light video editing projects using Adobe Premiere Pro

 

Must-have qualifications:

• 2-3 years of professional web development or content management experience
• Proficiency with HTML and CMS platforms (specifically Adobe Experience Manager)
• Strong attention to detail and ability to follow design/branding guidelines
• Familiarity with version control tools and basic QA/testing practices
• *Portfolio or examples of past work required for consideration

 

Nice-to-have qualifications:

• Experience with Adobe Premiere or other video editing software
• A keen eye for design and user experience

Inbound Sales Representative

Maximize sales opportunities by effectively answering and handling inbound sales calls in an effort to acquire new customers and solicit existing customers by selling them additional products and services.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all sales transactions.
• Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling techniques.
• Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.
• Effectively and efficiently sell products and services to prospective customers and maximize additional revenue from existing customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.
• Ability to learn and master order processing billing system regarding all aspects of sales order entry, order inquiries, and other tools and functions as they relate to the inbound sales function.
• Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing and prospective customers.
• Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.
• Promote and communicate current marketing campaigns and promotions.
• Work with other departments, as necessary, to resolve customer issues.
• Perform other duties as required by supervisor.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to communicate with customers and colleagues in a clear, straight forward and professional manner
• Ability to apply appropriate sales techniques and demonstrate sustained achievement of stated sales goals
• Demonstrated computer and consumer electronics skills
• Ability to use personal computer and appropriate software applications to include billing system and other role-related tools
• Effective verbal and written communication skills
• Effective organizational skills
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
• Ability to perform job at workstation for prolonged periods of time
• Ability to work variable hours; may include weekends, holidays, and split days off

Required Education

High school diploma or equivalent

Traffic Workforce Analyst

Responsible for maximizing occupancy and service level through real-time and intraday monitoring of and analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and VTO), setting primary/secondary/reserve skilling, maintain staffing line adherence, and coordination of decentralized Workforce Management resources for outsourcer and Charter’s virtualized contact centers.

 

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Review, analyze and assess the Forecasting and Staffing Analysts’ contact and FTE forecasts to insure the forecasts are accurate given recent results, trends in contact volume and AHT, as well as site level staffing attainment.

Update intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends.

Make manual adjustments in eWFM to account for out-of-pattern days, including days after holidays, PPV events, or outages.

Adjust, in eWFM, next day forecasts to reflect the current view of staffing requirements.

Enter updates into the WFM Portal to adjust staffing needs as required.

Negotiate with sites, as necessary, for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.

Monitor and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements.

Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.

Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.

Make real time adjustments to staffing forecasts in eWFM, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.

Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.

Monitor real time call statistics schedule adherence and communicate with internal and outsource

Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day.

Develop and communicate intraday service level and occupancy analysis to highlight events that cause to miss goal in any contact type. Such analysis should be thorough, self-explanatory, and detailed as to the cause of the miss (location, subscribers impacted, duration, trouble ticket number, posting of an announcement), the quantified impact of the miss (both for the interval(s) and day), and expected time for resolution.

Escalate service level and occupancy miss issues to the necessary Manager, Director or Vice President level, based on time frame and impact.

Interface with internal and external departments when call routing, tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated and communication paths remain open until resolution is obtained.

Work with the Forecasting and Staffing Analyst to assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.

Responsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.

Perform other duties as requested by supervisor

 

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Working knowledge of statistical analysis techniques, including multivariate regression analysis and seasonality techniques

Demonstrated sense of urgency

Intermediate knowledge of Microsoft Excel

Working knowledge of Microsoft Access

Ability to analyze and interpret data

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel

Ability to handle multiple projects and tasks

Ability to maintain confidentiality

Ability to indirectly supervise and motivate others

Ability to make decisions and solve problems while working under pressure

Ability to prioritize and organize effectively

Ability to show judgment and initiative and to accomplish job duties

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Ability to work independently

Ability to work with others to resolve problems, handle requests or situations

Knowledge of cable television products and services

Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)

REQUIRED EDUCATION

Bachelor’s degree in statistics, business, related field or equivalent experience

REQUIRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

Workforce management scheduling and forecasting software – 2+

Inbound contact center experience – 2+