MAJOR DUTIES AND RESPONSIBILITIES
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.
OTHER DUTIES:
Copies and files various reports.
Contacts customers to reschedule cable hookup appointments.
Distributes and files various reports.
Performs various copying and faxing services.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Education
High School Diploma or equivalent.
WORKING CONDITIONS
CSU142 329907 329907BR
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