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Company Name : Spectrum
Location : El Paso, TX
Position : Chat Customer Service Billing Agent
Job Description : $20 per hour + shift differential for qualifying shifts!
JOB SUMMARY
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.
MAJOR DUTIES AND RESPONSIBILITIES
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.
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
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
EOE
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability
COP106 306786 306786BR
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