Lead, Customer Care Job
Time Warner Cable - Charlotte, NC

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Posting Job Title Lead, Customer Care Requisition # 143394BR Posting Location Charlotte, NC, US Area of Interest Customer Service/Member Services
Position Type Full Time Posting Job Description Time Warner Cable's Carolina Region Customer Care department currently seeks a Customer Care Lead Representative for our Charlotte, NC location.
Please find below a brief description of the essential duties and responsibilities required to function successfully in this position.


The purpose of this position is to assist the Charlotte Customer Care Department and employees to handle customer and account concerns.

Essential Job Functions

Performs all the essential duties and responsibilities of a Customer Service Representative

Assists Customer Care Professionals answering questions and/or providing coaching to ensure specialists understand troubleshooting, all products and services, and has strong knowledge of policies and procedures

Works with Supervisors to ensure Team and Customer Care Professional development

Assists in handling escalated problem-solving issues and difficult customer calls, while working with the management team

Assists in identifying call driver activity and real time agent efficiencies

Assists in building team environment

Performs other duties as assigned

Qualifications Required:
Must have 1 year of customer service experience

Must have 1 year ICOMS experience

Must maintain a high level of confidentiality and good judgment in dealing with customer and employee issues and handling complicated requests

Must have flexible work hours to include holiday work hours and be available for overtime as required by business needs

Must be able to communicate effectively

Strong attention to detail required

Preferred Qualifications

Ability to maintain and enhance working knowledge of continually changing trends in our industry

Working knowledge of Microsoft Word and Excel

Physical Demands:
The physical demands for this position are typical to an office and field environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Finally, Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and discounted services (in specified areas).

Time Warner Cable is an Equal Opportunity Employer. Qualified candidates please apply at www.timewarnercable.com/careers

FCC Unit_TWC 0589 Controlling Establishment ID 00019 - Charlotte Arrowood

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...