JOB SUMMARY Serves as the primary contact for Technical Support (internet/phone) team questions and customer escalations. Provides expert support as it relates to internet and phone issues. Works under minimal supervision.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience.
Interact effectively with internal and external customers regarding products and services.
Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
Effectively present and discuss Charter's products and services.
Manage representative and customer interactions professionally and effectively.
Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
Remain current and knowledgeable on every aspect of supported product.
Comply with all company and call center policies and procedures.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Strong communication skills Ability to handle multiple tasks Strong organization and time management skills Excellent interpersonal skills Proficiency with PCs, Microsoft Windows and general intranet navigation Advanced knowledge/experience of internet/phone operations and/or telecommunications call center Education High school diploma or equivalent
Related Work Experience Successful completion of a minimum of 1 year as a CSR, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level Experience in cable operations and/or telecommunications call center
PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Previous customer service representative experience
Education Not applicable
Related Work Experience Not applicable
WORKING CONDITIONS Normal office conditions
EOE Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Salaries depend on geography, education, and experience; negotiations begin at $ :
