This position will provide support to call center agents. Responsibilities will include assisting agents, coaching, and handling customer escalations.
Essential Job Functions:
Performs all duties of a customer service representative.
Actively supports customer service agents in a real time environment, including; answering questions on demand, assisting with escalations, teaching order entry, demonstrating processes and techniques, facilitates first call resolution and branded customer experience.
Actively listens for, identifies, and tracks agent support and coaching needs and reports such to agent supervisor for offline coaching sessions.
Maintain high availability and visibility to customer service agents, prioritizing situations with a high degree of agent and/or customer frustration.
Identifies process improvement opportunities.
Interfaces with other departments to resolve issues in an expeditious manner.
Assists Customer Service Supervisor in training, monitoring work, and delegating work to CSRs. Provides feedback to management regarding performance issues and makes recommendations on training needs as appropriate.
Assumes shift responsibilities in Supervisor*s absence by coordinating department staffing and scheduling activities following prescribed department policies and procedures.
Answers and handles incoming and outbound customer phone calls by responding to customer inquiries, including escalated calls, and processing service requests following prescribed department policies and procedures.
Promotes and sells all Charter Communication and informs customers of entertainment options following prescribed department policies and procedures.
Researches and troubleshoots customer concerns including repair and reception problems over the telephone to reduce truck service calls whenever possible.
Educate customers regarding services and converter/remote equipment.
Ensures customer service reps enter, and audit for accuracy, all work orders. Verifies and updates related subscriber information in order to ensure the integrity of the database.
Builds and maintains positive relationships with internal and external customers on an ongoing basis.
Some shifts will require support of agents assigned Overnight Call Center skills for Midwest Region.
Perform all other duties as assigned.
Job Requirements:
1 year experience with Charter Communication, Sales, Tier 3, or other inbound customer facing position.
During your employment with Charter Communication you must have achieved and maintained a high level of performance (solid or better) and also maintained an acceptable attendance record and have had no written warnings in the last six months.
Ability to handle escalated calls
Ability to multitask in a fast paced environment
Ability to use diagnostic and informational tools
Able to change schedules as needed
No physical limitations that would restrict movement around the call center
High degree of ICOMS billing system expertise as well as knowledge of Customer Care processes
Demonstrated experience mentoring, training, or supporting agents in an one on one environment agents
Demonstrated experience supporting new hire development
Demonstrated ability through previous special projects
Excellent MS Office suite skills
Excellent QA and occupancy scores
Demonstrated high customer satisfaction skills through ETS scores
Experience supporting multiple divisions within Midwest Region
Education Level:
High School Graduate or General Education Diploma (GED)
Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.
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