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Rep, Customer Service

Company: Spectrum
Location: Mililani
Posted on: April 16, 2019

Job Description:

Full-Time. Located in Mililani Technology Park (Palii Bldg).

JOB SUMMARY
Provides basic customer support related to services, including troubleshooting video issues and responding to basic billing inquiries (i.e., taking a payment, providing account balance, etc.). Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of the company and ensuring issues are addressed consistently with Company policies and practices.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Actively and consistently support all efforts to simplify and enhance the customer experience

Must have completed all identified training modules and maintained training standards for a period of 1 fiscal month.

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Professionally, accurately, and effectively handles customer requests, including changes to customer records, credits, payments, additions of service/products and billing inquiries.

Effectively addresses customer questions, complaints and concerns within the scope of responsibility.

Responds to calls promptly and efficiently as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.

Identifies opportunities to sell additional Charter products and services during customer interactions and applies appropriate fees as necessary.

Facilitates customer issue escalations to local management/support as required. Determines necessity for Field visits.

Remains current and knowledgeable on every aspect of supported product.

Resolves customer questions or concerns in one call.

Observes customer behavior during call handling process for disconnection risks.

Meets or exceeds monthly performance metrics established for a billing/video repair Agent.

Performs other duties as assigned.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English at a very high level.

Must have strong sales experience.
Able to work at any Spectrum location.
Willing to work any shift schedule.
Proficient on the computer including a working knowledge of Windows and Word.
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.
Able to sell and handle all customer service inquiries through effective communication.
Knowledge of general office procedures, basic mathematics and bookkeeping, familiarity and use of computers.
Stable employment history.

EDUCATION
High School diploma or equivalent.

RELATED WORK EXPERIENCE Number of Years
Minimum 3-6 months of either office, clerical, or customer service experience.

WORKING CONDITIONS
Has extensive outside contact with customers and the general public. Has no supervisory responsibilities.
Computer, telephone, ten-key, cash register, photocopier, scanner, shredder, typewrite, and cable equipment such as converter box and modem; may use postage machine.
Sitting for long periods of time.
Typing and reading on computer and data entry on ten-key.
May lift and carry converters (8 lbs.).
Communicating by either e-mail, over the telephone, and/or in-person with customers.
Extended use of telephone headset and ear piece.

Hours: Must be available to work various shifts including Saturday, Sunday, Holidays, and split shifts.

Salary Rate of Pay: $18.22 per hour (training rate).

The Spectrum brand is 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, current unemployment status, or any other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.

Keywords: Spectrum, Honolulu , Rep, Customer Service, Sales , Mililani, Hawaii

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