Full time. Located in Lihue, Kauai.
Promotes customer service satisfaction through product knowledge, services and payment processing.
MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Actively and consistently support all efforts to simplify and enhance the customer experience
Provides administrative support for all areas of customer service to include, but not limited to:
Enters various information into computer system.
Tests changes to the biller, IVR, Avaya phone system and other applications for accuracy.
Maintains security access requests for the biller and other applications.
Performs callbacks to customers for various reasons (e.g. schedule dates, PPV credits, equipment reboots, Digital Phone and EZ connect, and other follow ups).
Posts work and sales orders.
Data entry of weekly and monthly sales statistics.
Data entry of TCS (forecaster).
Monitors Digital Phone, EZ connect, and other orders for accuracy and completion.
Maintains special campaigns.
Maintains special and bulk billing accounts.
Handles customer correspondence via all venues (e.g. chat, phone and email).
Identify opportunities to generate sales by consistently applying the Customer Interaction Process (CIP).
Deliver product and service solutions by providing education and support on Spectrum products and services. Place orders and schedule appointments.
Maintain strong knowledge of all products, pricing plans, promotions and service features for Charter, as well as our competitors.
Educate and engage customers through product demonstrations.
Provide prompt and courteous customer service.
Respond to customer issues according to established Company policies.
Troubleshoot, diagnose and resolve customer inquires.
Accurately enter all required information into the system and complete all necessary paperwork to support sales activities in a manner consistent with quality control guidelines.
Perform customer payment functions consistent with all cash handling policies and procedures.
Process billing adjustments on customer accounts.
Complete all aspects of opening and closing the store in accordance with established procedures.
Receive, issue and track customer equipment and assist with inventory maintenance.
Maintain store appearance and provide a consistently professional and welcoming atmosphere for customers.
Consistently demonstrate adherence to all the Company and Store policies and procedures.
Complete required training and demonstrate associated skills and competencies.
Support team members as necessary.
Perform other duties as assigned by management.
Regular attendance required. To be determined with split days off.
Copies and files various reports.
Contacts customers to reschedule cable hookup appointments.
Distributes and files various reports.
Performs various copying and faxing services.
Skills/Abilities and Knowledge
Type 40 words per minute, use of telephone system, and ten-key adding machine.
Must have excellent telephone etiquette, good persuasive, verbal, written and interpersonal communication skills.
Working knowledge of general office procedures, basic mathematics and bookkeeping; PC applications, Windows, WORD, and EXCEL.
Able to handle various tasks simultaneously, to organize and prioritize, and handle a high volume of work.
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone and by written communications in a clear, straight forward, and professional manner.
Possess a self-motivated, competitive spirit and desire to exceed sales goals.
Carry a positive and professional demeanor.
Detailed oriented and a good problem solver.
Flexibility to work in multiple locations.
Basic math skills.
Knowledge and ability to use computer and software applications.
Accurately handle payment transactions.
Handle multiple tasks in a fast-paced team environment.
Prioritize, organize effectively and work independently.
Skills/Abilities and Knowledge
Ability to work at any location.
Willing to work any shift schedule, including overtime.
Proficient on the computer including a working knowledge of Windows, Word and Excel.
Stable employment history.
Knowledge of latest technology and devices.
High School Diploma or equivalent.
RELATED WORK EXPERIENCE
Sales Experience. (1-3 years)
Customer Service experience. (1-3 years)
Personal computer, printer, telephone, 10-key, calculator, cash register, photocopier, postage meter, and facsimile machine.
May sit or stand for long periods of time.
Communicates in-person, by telephone, and by written correspondence.
Reaching, pushing, and pulling.
Exposure to moderate noise level.
Ability to handle a physically demanding job. lifting up to 35 lbs.
Required to wear a uniform.
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.