Customer Service Representative - Account Services
Cox Communications - Omaha, NE

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Position Details
Account Services Representative

The purpose of this position is to accept and respond to customers inquiries regarding billing. The incumbent will attempt to identify, research and resolve customer billing inquires to ensure customer needs are met during each contact. Receives and processes payments over the phone. Attempt to sell/upgrade/retain customers with Cox products and services that match each individual need. May perform related work as required including the handling of sales and technical support phone calls whenever needed.

Work Location: 11505 West Dodge Rd.
Reports to: Account Services Supervisor
Pay Range: $11.50 + Commissions + Free Digital Cable & Internet
Work Days: 1:00pm - 10:00pm (Monday - Friday)
9:00am - 7:00pm (Saturday)
Start Date: February 5, 2012

Key Responsibilities and Job Duties:
'Uses proficient Great Experiences Skills to communicate with customers via telephone or e-mail.
'Researches customers inquiries on accounts and implements appropriate and timely follow through consistently tracking progress for resolution until customer is satisfied.
'Processes and records customer payments accurately.
'Demonstrates thorough knowledge of Circle of Success competencies, company philosophy, policies and office procedures.
'Responsible for maximizing customer sales by offering options for new services to current customers that match up to customers needs.
'Responsible for learning billing software and customer information systems including iNav, Knowledge Center and other programs used by the system in order to handle customer inquiries in an accurate and timely manner.
'Responsible for the processing of service non-pay reconnects, upgrade / downgrade, and/or disconnect work orders.
'Operates PC with latest operating system and related Microsoft office software applications, fax machine and copy machine.
'Demonstrates professional behavior in dealing with internal and external customers.
'May assist in training and mentoring newly hired Customer Care Representatives.
'Responsible for achieving monthly standards on adherence, wrap, attendance, call quality and first call resolution at the Representative level.
'Consistently demonstrates baseline Circle of Success competencies to include: Integrity and Professional Demeanor, Communication, Customer Focus, Sales, Retention and Functional Expertise.
'Other duties as assigned.

Knowledge, Skills and Abilities:
'Knowledgeable of and ability to support Cox products.
'Excellent communication skills both written and verbal.
'Ability to operate PC and Microsoft office software, copy machine, and fax machine.
'Ability to work flexible hours with short notice.
'Ability to adapt quickly in a fast paced changing environment.
'Ability to follow Cox Quality observation program (monitoring form).
'Basic math and problem solving skills.
'Excellent Customer interaction skills.

Education and Experience:
'High School Diploma or Equivalent
'12 months experience in a telephone customer service environment preferred.
'12 months billing experience preferred.

Physical Requirements:
'See well enough to read terminal and reports.
'Hear and speak well enough to converse on telephone and monitor telephone.
'Manual dexterity to operate keyboard and other office equipment.

All duties and requirements are essential job functions. These requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. The job description in no way states or implies that these are the only duties to be performed by the incumbent(s). Incumbent(s) will be required to follow any other job-related instructions and to perform any other job or related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge skills and abilities. Incumbent(s) must be able to explain and demonstrate that they can perform the essential functions of the job with or without reasonable accommodations, using some other combination of skills or abilities.

Cox offers outstanding benefits the day you start, including one of the lowest medical insurance premiums in Omaha along with free Digital Cable, High Speed Internet and discounted home phone service, tuition reimbursement, company funded pension plan and a 401(k) plan. We also offer competitive compensation and an opportunity for professional growth and advancement. Best of all, you'll bring home a feeling of pride by working for an industry leader that stands for integrity.

Cox Communications 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.

As the third largest cable provider in the nation, Cox Communications 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.

For more information about Cox Communications and its subsidiaries, please visit,,

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Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home...