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Technical Support Rep 1 (Community Solutions) at Spectrum

Posted in Other 30+ days ago.

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Type: Full Time
Location: Greensboro, North Carolina

Job Description:

The Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company s Bulk/MDU offerings, technical requirements and billing information. The Community Solutions Representative will provide account management support in a manner consistent with Charter s policies, procedures and quality standards. Works under general supervision.

Start Date: September 20th, 2019

Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, mediation, 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
Ability to perform other duties and/or projects as assigned

Skills/Abilities and Knowledge
Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
Excellent verbal and written communication skills
Complex problem solving skills
Strong follow-up skills, accuracy and attention to detail
Excellent customer service skills, including positive phone demeanor
Works various schedules including holidays
Proficiency with PCs, Microsoft Office Suite and general intranet navigation

High school diploma or equivalent

Related Work Experience
Experience working in cable operations and/or telecommunications call center

Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives

Related Work Experience
Previous customer service representative experience

Normal office conditions

Call Center is open 24 hours a day, 7 days per week.

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.