Customer Sales & Service Center Representative
Perform customer sales and support services under general supervision. Interact with the public to generate sales and assist in resolving billing and service concerns. Promote Charter products and services.
Essential Functions of the position
Create a positive end-to-end customer experience by demonstrating the Good Neighbor Values of being helpful, cooperative, trustworthy, responsive and resourceful.
Interaction with the customer will be primarily face-to-face but may also include receiving and placing telephone calls to customers.
Customer interaction will be for the purposes of discussing billing questions and service concerns; resolving non- payment of bills; assessing customer needs and promoting Charter products and services with tact and courtesy to existing and new customers
While providing support for service questions regarding Charter products and services, identify opportunities to generate sales during the customer interaction experience.
Troubleshoot and diagnose service complaints
Generate and place new installation orders, service orders for disconnects and service changes generated from the customer; schedule appointments accordingly; prepare associated paperwork for work orders; process special requests for services (i.e., pay-per-view); input orders into computer system
Responsible for researching customer complaints and processing billing adjustments by entering credits or other adjustments into the computer records for the customer's account
Perform customer counter functions including receiving cash and hand delivered payments from customers and entering payments into the billing system
Adhere to all cash handling policies and procedures
Accurately process daily payments and balance cash drawer
Track, issue and receive cable telecommunications equipment
Actively engage in training through Charter University and other training programs
Perform other duties as may be requested by supervisor
Knowledge of basic math skills
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of cable television and telecommunications products and services
Knowledge of office procedures
Knowledge and ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable billing systems)
Knowledge and ability to use the following office equipment computer, telephone, copier, fax, 10 key adding machine, calculator
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to use influence and participate in the sales process
Ability to accurately handle cash transactions, count change
Ability to use professional presentation skills
Ability to work independently
Ability to prioritize and organize effectively
Ability to lift up to 25 lbs.
Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a computer
Ability to use, handle, and manipulate objects such as paper, pencils, keyboards, and mouse
Ability to work while seated or standing for prolonged periods of time
Vision ability close vision, peripheral vision, and ability to adjust focus
High School Diploma or equivalent
Related Work Experience
Customer Service work experience – 1 yr
Sales experience – 1 yr
Certifications and/or Licenses
Meet sales and customer service training or equivalent certification requirements
Exposure to moderate noise level
Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...