About this role
Job Summary
Serves as the primary contact for the Community Solutions team as well as any customer escalations. Provides expert support as it relates to troubleshooting Bulk/MDU offerings, technical requirements and billing information. Works under minimal supervision.
Responsibilities
MAJOR JOB DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.
- Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
- Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
- Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
- Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
- Manage representative and customer interactions professionally and effectively
- Assist representatives with customer questions/escalations in a timely, thorough and efficient manner
- Effectively present and discuss Charter’s products and services
- Remain current and knowledgeable on every aspect of supported product
- Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction
- Comply with all Company and call center policies and procedures
- Identify training and skill gaps, and provide proactive feedback and recommendations for improvement
- Ability to perform other duties and/or projects as assigned
Qualifications
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Demonstrated verbal and written communication skills
- Complex problem solving skills
- Demonstrated follow-up skills, accuracy and attention to detail
- Proven customer service skills, including positive phone demeanor
- Proficiency with PCs, Microsoft Office Suite and general intranet navigation
- Advanced knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
- Works various schedules including holidays
Required Education
- High school diploma or equivalent
- Required Related Work Experience and Number of Years
- Served as a Community Solution Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level - 1
- Experience in cable operations and/or telecommunications call center
PREFERRED QUALIFICATION
Preferred Skills/Abilities and Knowledge
- Ability to effectively train and offer guidance to other representatives