Call Center Agent
Charter Communications - Worcester, MA

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Under general supervision, responsible for providing assistance to customers that have contacted us on the "Day of" and “Day after” their Installation or Service appointment. Through advanced training in our billing system, troubleshooting, conflict resolution and Charter policies and procedures, agents will be skilled to assist customers with any concerns they may have on the "Day of" their appointment to foster a one owner, first call resolution environment.

ESSENTIAL FUNCTIONS OF THE POSITION

Assist in providing the highest levels of customer service as it pertains to any consumer matters

Receive inbound calls from customers calling on the day of a given appointment

Demonstrate an advanced ability to troubleshoot our advanced products and services including but not limited to; HDTV, VOD, DVR, Home Networking etc.

Display a proven proficiency in desktop tools to effectively resolve customer problems (ACSR, KMS, DRUM etc.) to avoid unnecessary truck rolls and further escalation of the situation at hand

Contact other departments on behalf of customers to resolve customer issues

Identify and leverage opportunities to cross sell and up sell additional Charter products and services during customer interactions

Effectively communicate appropriate charges, company policies, and/or procedures as determined at the time of the call

Perform other duties as requested by supervisor

PREFERRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to adhere to Local, Federal regulations and company policies

Ability to communicate orally and in writing in a clear, professional and straightforward manner

Ability to diffuse escalated customer situations through high level problem solving

Ability to communicate with all levels of management and company personnel

Ability to use and understand Billing systems, Knowledge Management Systems (KMS) and any other company software necessary for us to provide World Class Customer Service

Ability to use, handle and manipulate objects such as paper, pencils, keyboards and mouse

Ability to work seated for a prolonged period of time

Ability to wear a telephone headset

Ability to lift up to 25 lbs

Ability to work independently and follow directions related to your job with little follow-up by your supervisor

Education (level and type)

High School Diploma or recognized equivalent

Related Work Experience Number Of Years

Customer Service experience in related field

2+

Call center (in-bound) experience

1+ (2 to 3 years preferred)

WORKING CONDITIONS

Call Center environment with exposure to moderate noise levels

Primary Location

US-Massachusetts-WORCESTER

Charter Communications - 18 months ago - save job - block
About this company
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Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...