As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.
Position Summary: Provides customer service support via email, and other real-time internet applications ensuring customer satisfaction by assisting and resolving a wide variety of service requests, inquiries, and complaints. Handles all incoming electronic mail communication for all product lines for sales, billing, and service related inquiries for Care Center processes to Customer Care employees.
Primary Responsibilities/Tasks - Essential Functions
Responds to all incoming sales, billing, and service inquiries via E-Commerce and/or E-Mail with specified service level goal(s). These inquires may include, but are not limited to, email, online forms, and
Resolves and answers customer inquiries referring escalated issues for resolution within the specified response timeframe, which may include response channels to customer via email or telephone.
Responds to customer requests and/or concerns in a professional manner; actively responds with empathy; adopts a solution orientation in a supporting fashion.
Ensures that communication with customers, whether via email, phone, is conducted and written using appropriate language, etiquette, and maintains Cox Quality guidelines.
Utilizes sales approach to probe and recommend products and services that best suit the customerÂ¿s needs with all inquiries; pro-actively educates customers by explaining prices and service options in detail with available products.
Process all applicable internal facing E-Care forms in a support role of the Cox Customer Care Contact Center. Communicate with department supervisor and communications department in regards to missing or incomplete information from customer facing website.
Maintains a point of contact regarding E-care procedures and issues for other departments.
Maintains a safe work environment and complies with all Cox Communications safety policies.
Performs other duties as assigned by Supervisor and/or Manager.
Required Knowledge, Skills, Abilities
HS diploma, GED or relevant work experience
0-2 years experience in area of responsibility
Previous customer service experience.
Proficient in using a Microsoft Windows PC, Internet, email, fax machine and other standard office machines.
Provides accurate information in a timely manner.
Simultaneously handles multiple tasks and interactions.
Ability to use reasoning to problem-solve and troubleshoot.
Effective communication skills. Must possess a good command of the English language, including enunciation, and grammar.
Must be prepared to see problems through to completion for both internal and external customers through proper escalation to appropriate departments and/or personnel.
Core Success Factors on annual performance review
Team work & Professionalism
Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.
For more information about Cox Communications and its subsidiaries, please click here
www.cox.com, www.coxmedia.com, www.coxbusiness.com.
Statement to ALL Third Party Agencies and Similar Organizations:
Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.
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