Perform customer support services under limited supervision. Interact with the public to generate sales and assist in resolving billing and service concerns. Promote Charter products and services
ESSENTIAL FUNCTIONS OF THE POSITION
Create a positive end-to-end customer experience by demonstrating the Good Neighbor Values of being helpful, cooperative, trustworthy, responsive and resourceful.
Provide assistance to the sales and service center staff through participation in the training, monitoring and mentoring of the team members. May also assist the Supervisor by tracking attendance and providing guidance on quality assurance standards and practices.
Interaction with the customer will be primarily face-to-face but may also include receiving and placing telephone calls to customers.
Customer interaction will be for the purposes of discussing billing questions and service concerns; resolving non- payment of bills; assessing customer needs and promoting Charter products and services with tact and courtesy to existing and new customers
While providing support for service questions regarding Charter products and services, identify opportunities to generate sales during the customer interaction experience.
Troubleshoot and diagnose service complaints of a complex nature plus exercise proper judgment in escalation of service complaints as appropriate. Interface with other departments as needed to assist with resolving customer issues.
Provide customer support for service complaints of a complex nature; answer questions regarding services and products; promote Charter products and services to new or existing customers
Place new installation orders, service orders for disconnects and service changes generated from the customer; schedule appointments accordingly; prepare associated paperwork for work orders; process special requests for services (i.e., pay-per-view); input orders into computer system.
Responsible for researching customer complaints and processing billing adjustments by entering credits or other adjustments into the computer records for that customer's account.
Perform customer counter functions including receiving cash and hand delivered payments from customers and entering payments into the billing system.
Assure adherence to all cash handling policies and procedures
Accurately process daily payments and balance cash drawer.
Track, issue and receive cable and telecommunications equipment.
Actively engage in training through Charter University and other training programs
Where applicable, may be responsible for building opening and/or closing.
Perform other duties as may be requested by supervisor.
Ability to assist in providing guidance, training, and motivating staff.
Knowledge of basic math skills
Advanced Knowledge of all functions and related tasks in the area of customer relations
Advanced Knowledge of cable television and telecommunications products and services
Advanced Knowledge of office procedures
Advanced Knowledge and ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable billing systems)
Knowledge and ability to use the following office equipment computer, telephone, copier, fax, 10 key adding machine, calculator
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to use influence and participate in the sales process
Ability to accurately handle cash transactions, count change
Ability to use professional presentation skills
Ability to work independently to resolve customer problems or complaints
Ability to prioritize and organize effectively
Ability to lift up to 25 lbs.
Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a computer
Ability to use, handle, and manipulate objects such as paper, pencils, keyboards, and mouse
Ability to work while seated or standing for prolonged periods of time
Vision ability close vision, peripheral vision, and ability to adjust focus
High School Diploma or equivalent
Related Work Experience Number Of Years
Customer Service experience 3 - 4 years
Sales Experience 4 – 5 years
Certifications and/or Licenses
Meet customer service training or equivalent certification requirements
Exposure to moderate noise level
Charter Communications - 14 months ago
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