Rep 1, Cust Svc Chat Billing
Apply Here Job Description :
Through web-chat communication tools, provides basic customer support related to Charter services, including handling billing inquiries and payments. This position focuses on improving the overall customer experience and handles inbound customer questions while promoting self-service whenever possible. 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.
Receive multiple simultaneous messages through web-chat and be prepared to respond to inquiries in a manner that meets quality and performance standards: 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. Sell and upgrade company core Products in accordance with company requirements and Subscriber needs Save Subscribers from disconnecting Services whenever possible
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.
Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to handle multiple tasks Strong organization and time management skills Excellent interpersonal skills Excellent written communication skills Must be able to work a variety of work schedules including days, nights, weekends, and holidays Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Education High school diploma or equivalent
Related Work Experience Experience working in cable operations and/or telecommunications call center
PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge 1 year previous customer service experience Ability to effectively train and offer guidance to other representatives Typing speed of 40WPM preferred Ability to empathize with Subscribers Desire to deliver superior Subscriber service
Related Work Experience Previous customer service representative experience
WORKING CONDITIONS Normal office conditions
Mental Requirements Manage customer interactions professionally and efficiently Ability to handle multiple tasks Effective organization and time management skills Demonstrated interpersonal skills Effective written communication skills Proficiency with PCs, Microsoft Office Suite and general intranet navigation
COP106 2024-30082 2024
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. Last Date For Apply: 2024-06-14 00:00:00 Job Type : FULL_TIME, Employment Type : FULL_TIMEApply Here
