Customer Service Rep. Job
Time Warner Cable - Kettering, OH

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Posting Job Title: Customer Service Rep.
Requisition #: 141031BR
Posting Location: United States - Ohio - Kettering
Area of Interest: Customer Service
Sales
Telecommunications

Position Type: Full Time

Posting Job Description:
We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area.

Purpose:
To serve the customers by providing information and solving problems, selling customers a variety of services and placing the sales orders.
Must be able to work 2nd shift hours
Rate of pay for position is $10.00 plus sales incentives and shift premium if applicable.
Time Warner Cable operates 365 days a year including holidays.

Essential Functions:
Responsible for providing quality service to customers via phone in account maintenance, billing, moderate problem solving and modification.
Upgrade, downgrade and reconnect video and HSD service. Answer billing questions, and may process payments, make payment arrangements and balance accounts.
Upsell video, HSD, and ancillary services and features to customers.
Solve customer billing, video, and HSD problems within Company service policies and guidelines, utilizing approved procedures and basic product information.
Operate computerized systems to record data, make corrections or complete required follow up.
Perform other duties as assigned.

Job Requirements:Education and experience requirements include:
One to two years of customer contact experience is preferred. Call center experience in a technical service environment is very helpful.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.

Preferred Qualifications:
Must be able to work in a fast-paced environment that requires self-motivation and initiative, along with the ability to work as part of a team.
Must have the ability to maintain professional customer service skills at all times, including: asking appropriate questions to establish customer needs; establishing rapport w/proper meet and greet techniques; understanding and empathizing with customer issues to defuse potential customer escalations; communicating technical information in clear language; effectively paraphrasing to check for understanding; accurately enter necessary information into the computerized billing system while speaking to customers; and maintaining a positive, enthusiastic demeanor.
Must be able to perform basic mathematical calculations, including addition, subtraction, multiplication and division. A working knowledge of PC usage in a windows environment, and internet navigation is required.
Must demonstrate proficiency in Company service policies and procedures.
Must be able to support all video products and services.
Must have in-depth knowledge of customer accounts.
Must have the ability to apply judgment in analyzing and resolving problems.
Must have the ability to perform job functions with general on routine work and detailed instruction on new assignments. Work is regularly supervised and reviewed for timeliness, accuracy and correct procedures.

CBTWC 12/18/2012

FCC Unit_TWC: 3485

Controlling Establishment ID: 00179 - Kettering Display

Time Warner Cable - 2 years ago - save job - copy to clipboard
About this company
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Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...