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Root Cause Analyst, Spectrum Business

Charter Communications
United States, North Carolina, Charlotte
Jun 04, 2025
Turn client and employee feedback into organizational excellence. Job Summary What if you had the power to transform client and employee feedback into strategic insights that drive organizational excellence? As a Root Cause Analyst in our Client Services team, you'll dive deep into customer data, sales metrics and client interactions to uncover trends and opportunities for improvement. Your analysis will shape the development of tools, training and processes, ensuring seamless and positive experiences for all stakeholders. What our Enterprise Root Cause Analyst Enjoy Most About the Role Transform Customer Experiences: Actively simplify and enhance the customer experience for smoother interactions. Advanced Root-Cause Analysis: Identify and resolve the underlying causes of client disputes with business partners and leadership. Data-Driven Insights: Provide unbiased and professional data and operational feedback. Trend Analysis: Identify and interpret trends in data sets to inform strategic decisions. Revenue and Retention Impact: Enhance client retention and revenue by assessing billing and client interactions, and standardizing processes for accuracy and efficiency. Working Conditions Normal office environment. Qualifications Education: Bachelor's Degree in a related field or equivalent experience. Experience: B2B Sales or Client/Customer Services: 4+ years Billing Systems (CSG/ICOMS): 2+ years CRM (Salesforce.com): 2+ years Process Improvement: 2+ years Technical Skills: Proficient in Excel, PowerPoint, and Word Intermediate-level proficiency in CSG/ICOMS and Salesforce.com Skills & Abilities: Fluent in English for clear communication Strong project management skills Collaborative team player Independent problem-solving Ability to analyze large datasets Flexible and open to learning Critical thinking and analytical skills Preferred Qualifications: Preferred Education: Six Sigma certification Preferred Experience: Experience exploring data sets using SQL Experience creating and presenting PowerPoint presentations Experience in customer service Spectrum Connects You to More Tools + Tech: Work with innovative, customer service technology and information systems. Competitive Pay: Generous starting salary, plus pay increases as you advance and paid training. Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company. CDA315 2025-55332 2025 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.