Provides basic customer support related to Charter services, including handling billing inquiries and payments. 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 RESPONSIBILITIESActively 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 QUALIFICATIONSSkills/Abilities and KnowledgeAbility 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 navigationEducationHigh school diploma or equivalentRelated Work Experience
Experience working in cable operations and/or telecommunications call centerPREFERRED QUALIFICATIONSSkills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representativesRelated Work ExperiencePrevious customer service representative experienceWORKING CONDITIONSNormal office conditionsEOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
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.