Customer Relations Coordinator
Location:
Rochester , Minnesota
Posted:
November 25, 2017
Reference:
207509BR
JOB SUMMARY
Provides basic customer support related to Charter services, including troubleshooting video issues and responding to basic billing inquiries (i.e., taking a payment, providing account balance). Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. Works under general supervision.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Process customer orders in a courteous, efficient and timely manner.

Effectively present and discuss Charter products and services.

Convey an image of quality, integrity and superior understanding regarding services.

Manage customer interactions professionally and efficiently.

Effectively address customer questions, complaints and concerns within the scope of responsibility.

Remain current and knowledgeable on every aspect of supported product.

Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.

Accurately document customer account records based on actions taken.

Fulfill work schedules as required.

Participate in quality coaching sessions to ensure efficient and effective interactions with customers.

Keep supervisor informed of any work-related concerns.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to handle multiple tasks
Strong organization and time management skills
Excellent interpersonal skills
Proficiency with PCs, Microsoft Office Suite and general intranet navigation

Education
High school diploma or equivalent
Related Work Experience
Experience working in cable operations and/or telecommunications call center

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
Related Work Experience
Previous customer service representative experience

A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.

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