Responsible for dynamic job assignment, technician tracking, and job rescheduling functions using technical workforce management tools in Charter dispatch centers. Also responsible for relaying and recording information to field personnel via radio, telephone, messaging or other form of communications. This is an entry level position for this job family.
ESSENTIAL FUNCTIONS OF THE POSITION
Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician and customer service employees.
Assist in driving field productivity through efficient call handling and support.
Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.
Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope.
Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls. Follow “where’s my tech” guidelines when notating accounts.
Assist the technicians over the phone by sending hits to DCT’s, troubleshooting MOXI, SVOD, VOD, HDTV, Cable Cards and High Speed Internet issues to ensure all services are working for the customer.
Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one time charges being added to the account.
Record and classify all inbound calls with the Call Tracker tool.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to adhere to local and federal regulations and company policies
Ability to lift up to 25 lbs.
Ability to prioritize and organize effectively with a keen sense to detail
Ability to work in a fast paced, high pressure, environment
Ability to multi-task using multiple software programs simultaneously
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 personal computer and software applications (i.e. word processing, spreadsheet, billing systems)
Ability to utilize dispatching equipment such as telephone, pagers, mobile radio
Ability to read general system layouts from blue prints
Ability to wear telephone head set
Ability to work independently
Ability to work seated for prolonged periods of time
Knowledge of basic mathematics
Knowledge of Charter Communications products and services
Education (level and type)
High School Diploma or equivalent Related Work Experience
Exposure to moderate noise levels