Customer Service Representative - Spectrum - Cincinnati, OH

  • Charter
  • Cincinnati, OH, USA
  • Aug 05, 2020
Full time Admin-Clerical Customer Service Telecommunications

Job Description

Customer Service Representative - Billing - Charter Communications - Cincinnati, OH

APPLY TO: Hannah.Marshall@charter.com

 

JOB SUMMARY

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.

 

 

MAJOR DUTIES AND RESPONSIBILITIES

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 QUALIFICATIONS

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

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

Ability to effectively train and offer guidance to other representatives

 

Related Work Experience

Previous customer service representative experience

 

 

WORKING CONDITIONS

Normal office conditions

 

 

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability