Full TimeZanesville, OhioPosted 11/08/2024Business unit: Customer OperationsAreas of interest: Customer Operations, Customer ServiceRequisition Number: 2024-43405CCS111
Serves as the primary contact for Customer Support Billing team questions and customer escalations. Provides expert support as it relates to troubleshooting billing issues and/or handling complex customer billing inquiries and payments. Works under minimal supervision.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Interact effectively with internal and external customers regarding products and services.
Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
Effectively present and discuss Charter’s products and services.
Manage representative and customer interactions professionally and effectively.
Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
Remain current and knowledgeable on every aspect of supported product.
Comply with all company and call center policies and procedures.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Identify training and skill gaps, and provide proactive feedback and recommendations for improvement.
Perform other duties as assigned.
Required Skills/Abilities and Knowledge Ability to read, write, speak and understand English Effective communication skills Ability to handle multiple tasks Effective organization and time management skills Effective interpersonal skills Proficiency with PCs, Microsoft Windows and general intranet navigation In-depth knowledge/experience of internet/phone operations and/or telecommunications call center
Required Education High school diploma or equivalent
Required Related Work Experience and Number of Years Successful completion of a minimum of 1 year as a CSR, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous level Experience in cable operations and/or telecommunications call center
Preferred Skills/Abilities and Knowledge Previous customer service representative experience
Preferred Education Not applicable
Preferred Related Work Experience and Number of Years Not applicable
CCS111 2024-43405 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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