Ability to perform all responsibilities of a RSC Rep I. Under general supervision, responsible for workload administration, relaying and recording information to field personnel via telephone or other form of communications as well as being responsible to resolve customer service complaints and reduce truck rolls. Identify field related issues through trouble call pools, line and node problem identifiers and correlation tools.Increase efficient use of technical work force by assigning and dispatching field personnel to resolution.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician and customer service employees.
Record escalated customer service calls into computer to provide accurate customer service history in each customer account and record of service calls. Follow guidelines when notating accounts.
Provide customer assistance to resolve service problems and avoid unnecessary service calls; take escalated issues or more complex issues from RSC personnel for resolution with the field technicians.
Call any customers that fall out of the automated pre-call system to verify issue, schedule appointment date and time and reschedule missed appointments.
Troubleshoot and resolve issues by fixing the customer’s problem over the phone with the customer whenever possible, eliminating unnecessary truck rolls. Escalate any issues outside of technical scope.
Handle incoming trouble alerts or calls and work closely with ROC/NOC, Central Outage Team, field technicians and other internal organizations to resolve service issues.
Assist in driving field productivity through efficient call handling and support.
Assist the ROC in calling customers to clear outages when necessary.
Work with ROC/NOC to assist with tracking and updating problems in the trouble ticketing system in a clear and efficient manner.
Proactively watch for suspicious trends/outages when in the pools and alert the ROC when necessary to expedite action to repair an outage.
Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account, along with the appropriate one time charges being added to the account.
Complete past pending work orders summary reports. Complete daily Tech Progress Report and KMS Progress Report. Complete all other reports as needed.
Search KM for RSC forms, monitor tech progress to determine techs available to take add-ons, precall these customers and pull work forward to complete trouble calls in a 24 hour period.
Record and classify all inbound calls with the Call Tracker tool.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with all levels of management, employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to adhere to local and federal regulations and company policies
Ability to maintain confidentiality
Ability to prioritize and organize effectively with a keen sense to detail
Ability to analyze and interpret data
Ability to work in a fast-paced, high pressure, environment to make decisions and solve problems
Ability to multi-task using multiple software programs simultaneously
Ability to handle multiple projects and tasks
Ability to show judgment and initiative and to accomplish job duties
Intermediate proficiency in Microsoft Office software applications (MS Word, Excel, etc.)
Ability to utilize dispatching equipment such as telephone, pagers, mobile radio
Ability to read general system layouts from blue prints
Ability to wear telephone head set
Ability to work independently
Ability to work seated for prolonged periods of time
Knowledge of basic mathematics
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management's tracking module and Real Time Adherence Software)
Knowledge of cable television products and services
Flexibility with work schedule required (weekend, early morning, or night shift)
Ability to work with others to resolve problems, handle requests or situations
Occasional light lifting of approximately 25 pounds
Requires adherence to Spectrum Code of Business Conduct; position must assist in maintaining the confidentiality of customer and business data at all times
High School Diploma or equivalent
College-level course work in Algebra and Statistics or equivalent preferred
Related Work Experience Number of Years
Dispatcher and/or customer service work experience 2+
Workforce management, scheduling, and forecasting software 2+
Office environment with 24-hour service capability
Exposure to moderate noise levels
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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.