Service Recovery & Compliance Representative I
West Columbia , South Carolina
November 23, 2017
Under general supervision, responsible for receiving inbound customer calls and making outbound customer calls relating to surveys, construction projects, and installations. This is the entry level position in this job family, with expectations that the Representative develops working knowledge of the assigned work load and can effectively provide support for orders with low complexity.

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

Make and receive customer calls related to updates and issues on surveys, construction projects, and installations.

Place and prepare new simple order information for billing system entry.

Review customer orders to ensure no issues with the scheduled installs, causing a failed installation.

Responsible for scheduling or rescheduling orders with the customer.

Work with operations and other departments to determine the serviceability of an address and follow defined processes to complete this function.

Ensure timely trafficking of customer calls that may require additional follow-up.

Re-route out of scope calls to appropriate department and note source of misrouting.

Assess and correct simple sales orders to ensure their completion and accurate billing.

Remain current on changes in the service pricing and sales promotions.

Perform other duties as requested by Supervisor.

Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with co-workers and customers in person, on the phone, and in writing in a clear, straight-forward, and professional manner
Self-motivated with ability to work independently and in group environment
Aptitude to grasp new concepts and strong customer orientation
Ability to effectively address/resolve customer questions and issues
Ability to solve problems while working under pressure
Ability to prioritize and organize effectively, with strong attention to details
Exhibit professional courtesy and patience with both internal and external customers
Proficiency with personal computer and software applications, such as MS Word, Excel, PowerPoint
Basic knowledge of general accounting & billing procedures
Basic knowledge of applicable sales and CRM tools (Salesforce, Siebel), billing systems, and other related software (e.g., Synchronoss, Neustar, GIS, Buyflow, Lerg, Neustar, Drum, and Intrado)

High School Diploma or equivalent

Related Work Experience Number of Years
Customer service experience 0-1
Billing platform experience 0-1
Telecommunications/cable industry experience preferred

Office environment
Flexible work schedule may be required

EOE 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:
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.

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