Start Date: Sunday June 16th, 2024
Provides basic customer support related to Charter services, including handling billing inquiries and payments. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. Works under general supervision.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Process customer orders in a courteous, efficient, and timely manner.
Effectively present and discuss Charter products and services.
Convey an image of quality, integrity, and superior understanding regarding services.
Manage customer interactions professionally and efficiently.
Effectively address customer questions, complaints, and concerns within the scope of responsibility.
Remain current and knowledgeable on every aspect of supported product.
Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Participate in quality coaching sessions to ensure efficient and effective interactions with customers.
Keep supervisor informed of any work-related concerns.
Perform other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak, and understand English
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Experience working in cable operations and/or telecommunications call center
WORKING CONDITIONS
Normal office conditions
PHYSICAL AND MENTAL REQUIREMENTS
Mental Requirements
Ability to handle multiple tasks
Proven organization and time management skills
Proven interpersonal skills
Ability to effectively train and offer guidance to other representatives
Proficiency with PCs, Microsoft Office Suite, and general intranet navigation
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability