Technical Support Representative
OK, Oklahoma City
Title: Technical Support Representative
Business Title: CCR I -Tech
Location: Oklahoma City, OK
Career Level S13
TECHNICAL SUPPORT REPRESENTATIVE JOB DESCRIPTION
Job Title: Technical Support Representative (Customer Care) - Cox Communications
Job ID: CC0008 (TSR I); CC0007 (TSR II); CC043 (TSR III)
Full/Part Time: Full-Time
Cox Communications is looking for passionate, customer-focused representatives to play a pivotal role in the experience of customers through providing quality service and technical support. The Technical Support Representative, Customer Care, is part of a supportive, service-oriented team that engages in real-time troubleshooting with customers to resolve technical issues.
The Technical Support Representative plays a critical role in educating residential Cox customers about the installation and use of products. Position also helps grow the company through capturing opportunities to offer additional or upgraded services to customers as available.
Work in call center environment answering inbound customer calls concerning questions about one or more products (e.g., instructions about hooking up Cox equipment or their own)
Discover the root cause of the problem and the action required to solve it, whenever possible, using company databases, customer information, and collaboration with other departments
Engage in real-time troubleshooting while customer is on the telephone and schedule a service appointment in the system if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call
Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
Promote Quality Customer Experience
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments
Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems
Keep customer informed about progress through checking status of work orders in customer record system
Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments
Drive Business Growth
Grow the company through identifying sales lead generation opportunities, promoting Cox services, and offering service contracts. Add contracts as authorized by customers
6 months work experience providing service directly to customers
6 months experience using a computer
16 years of age or older
High school graduate or GED or equivalent work experience
Eligibility to work in the United States
6 months experience troubleshooting basic hardware, software, and/or connectivity issues
6 months experience working in a position that requires meeting sales goals
Cox Communications values employees as our most important resource. We invest in the success of employees and their families by offering a variety of benefits programs. A few selected benefits include:
YourWealth: 401K plan and pension plan
YourHealth: medical, dental, vision, prescription drug, long-term disability and flexible healthcare spending accounts
YourLiving: short-term disability, personal leave, adoption assistance and long-term care insurance
YourCareer: mentoring and training opportunities
About the Company
Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and wireless services over its own nationwide IP network. The third-largest U.S. cable TV company, Cox serves more than 6 million residences and businesses. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and new media advertising.
Cox is known for its pioneering efforts in cable telephone and commercial services, industry-leading customer care and its outstanding workplaces. For seven years, Cox has been recognized as the top operator for women by Women in Cable Telecommunications; for five years, Cox has ranked among DiversityInc's Top 50 Companies for Diversity, and the company holds a perfect score in the Human Rights Campaign's Corporate Equality Index. Cox is an equal opportunity employer. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.
How To Apply
Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home...