Posting Job Title |
Arlington, TX, US
Area of Interest
Posting Job Description
This position supervises the Retail Representatives in the daily operations of the Retail Service Center.
Essential Job Functions:
Responsible for supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and developing a staff of customer service representatives.
Assist in responding to customer inquiries. Responsible for researching, resolving and responding to customer inquiries, billing problems and complaints referred for resolution.
Review various reports to develop objectives related to increasing the skill level of Retail Service Representatives and to improve the productivity of the department and service to customers.
Train, coach, monitor and reward Retail Service Representatives on various division goals and objectives in order to achieve the projected service targets.
May create departmental correspondence and reports and responds to customers through written and verbal communication.
Responsible for overall functioning of the Retail Center.
Respond to management requests and inquiries when necessary.
Must possess excellent customer service skills and strong leadership qualities including the ability to motivate employees.
Must possess good computer skills including the ability to utilize word processing, e-mail and spreadsheet software, CSG and the Internet. Windows 95 and MS Office preferred.
Must possess knowledge of TWC products, TV, VCR entertainment center equipment, cable modem and high speed data.
Must be able to prepare appropriate training materials.
Must be able to maintain regular attendance and work flexible hours including evenings and weekends.
Ability to interact with coworkers, follow directions and work rules and accept constructive feedback.
Must possess excellent written, verbal and interpersonal communication skills including the ability to interact with all levels of management, staff and the public.
Must be able to handle and diffuse difficult/angry customers and possess strong negotiation and conflict resolution skills.
Must be able to project a positive company image, interact professionally with customers, vendors, and all levels of company management and maintain confidentiality at all times.
Ability to effectively present and communicate information to employees.
Basic math skills including the ability to add, subtract, multiply and divide numbers accurately and to calculate percentage.
Must possess strong analytical skills and the ability to create reports and track data. Must possess excellent organization skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment.
Strong follow-through skills, attention to detail and ability to produce work with a high degree of accuracy required.
Must be able to continuously learn and retain knowledge of new services and promotions being offered by the company and maintain an awareness of the competition in the market place.
Must be able to work independently with minimal supervision.
College degree preferred.
Knowledge of billing system applications preferred. Supervisory experience preferred.
Previous experience in the cable industry and knowledge of CSG billing system preferred.
Education and Experience:
High School Diploma/Recognized Equivalent or minimum five (5) years of directly related experience required.
Supervisor: Plans, staffs, evaluates and directs work of employees of a work unit.
Controlling Establishment ID
00698 - Arlington Matlock
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...