Job Description
The Community Solutions Repair Representative works under general supervision
and is responsible for and provides technical support to customers
experiencing technical issues related to their cable services. This includes
troubleshooting problems with their cableXumo box, internet connectivity, and
other related equipment. The Community Solutions Repair Representative will
provide account management support in a manner consistent with Charters
policies, procedures and quality standards.
MAJOR DUTIES AND RESPONSIBILITIES -
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Answers phone calls, diagnoses issues, guides customers through troubleshooting steps, and assist with the activation of seamless connectivity and entertainment services within a call center environment.
- Identify potential sales opportunities to upgrade services. 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
- Answer customer calls, provide clear explanations of technical issues, and guide customers through solutions in a professional and patient manner
- Diagnose and resolve customer technical issues with internet, video, and phone services by asking probing questions to understand the problem and applying appropriate troubleshooting steps.
- Escalate complex issues to higher-level technical support teams when necessary
- Stays updated on the latest cable services, equipment, and features to accurately answer customer questions and address concerns
- Accurately document customer interactions, troubleshooting steps, and resolutions in the companys systems
- 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
- Demonstrate flexibility by effectively handling additional tasks and assignments as delegated by management. Expectation to take on diverse and evolving responsibilities to support business objectives.
- Ability to perform other duties andor projects as assigned.
REQUIRED QUALIFICATIONSRequired SkillsAbilities and Knowledge
- Ability to read, write, speak and understand English
- Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
- Demonstrated verbal and written communication skills
- Complex problem solving skills
- Proven follow-up skills, accuracy and attention to detail
- Demonstrated customer service skills, including positive phone demeanor Ability to effectively train and offer guidance to other representatives
- Proficiency with PCs, Microsoft Office Suite and general intranet navigation
- The successful Community Solutions Repair Representative will have an in-depth knowledge of the Companys BulkMDU offerings, technical requirements and billing informationRequired EducationHigh school diploma or equivalent -Required Related Work Experience and Number of YearsExperience working in cable operations andor telecommunications call center or equivalent combination of education and experience 1+ -Preferred Related Work Experience and Number of YearsPrevious customer service representative experience 1+ -WORKING CONDITIONSNormal office conditions Works various schedules including holidays -#LI-MG1
COP150 2024-45516 2024
Here, employees dont just have jobs, they build careers. Thats why we
believe in offering a comprehensive package that rewards employees for their
contributions to our success, supports all aspects of their well-being, and
delivers real value at every stage of life.
A qualified applicants criminal history, if any, will be considered in a
manner consistent with applicable laws, including local ordinances.
The base pay for this position generally is between $20.00 and $36.35. The
actual compensation offered will carefully consider a wide range of factors,
including your skills, qualifications, experience, and location. We comply
with local wage minimums and also, certain positions are eligible for
additional forms of other incentive-based compensation such as bonuses.
Get to Know Us Charter Communications is known in the United States by our
Spectrum brands, including: Spectrum Internet -, TV, Mobile and Voice,
Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us,
youre joining a strong community of more than 100,000 individuals working
together to serve nearly 32 million customers in 41 states and keep them
connected to what matters most. Watch this video to learn more.
Who You Are Matters Here Were committed to growing a workforce that reflects
our communities, and providing equal opportunities for employment and
advancement. EOE, including disabilityvets.
Job Tags
Holiday work, Full time, Work experience placement, Local area,