Rep, Customer Service
Posted on: April 16, 2019
Full-Time. Located in Mililani Technology Park (Palii Bldg).
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
Facilitates customer issue escalations to local management/support
as required. Determines necessity for Field visits.
Remains current and knowledgeable on every aspect of supported
Resolves customer questions or concerns in one call.
Observes customer behavior during call handling process for
Meets or exceeds monthly performance metrics established for a
billing/video repair Agent.
Performs other duties as assigned.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English at a very high
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
Type 40 words per minute, use of telephone system, and ten-key
Must have excellent telephone etiquette, good persuasive, verbal,
written and interpersonal communication skills.
Able to sell and handle all customer service inquiries through
Knowledge of general office procedures, basic mathematics and
bookkeeping, familiarity and use of computers.
Stable employment history.
High School diploma or equivalent.
RELATED WORK EXPERIENCE Number of Years
Minimum 3-6 months of either office, clerical, or customer service
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 -
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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