Provides basic customer support related to Charter services, including troubleshooting internet/phone issues and handling basic customer billing inquiries and payments. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. Works under general supervision.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Effectively present and discuss Charter products and services.
Convey an image of quality, integrity and superior understanding regarding services.
Manage customer interactions professionally and efficiently.
Effectively address customer questions, complaints and concerns.
Remain current and knowledgeable on every aspect of supported product.
Facilitate customer issue escalations to local management/support as required
Comply with company and call center policies and procedures.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Participate in quality coaching sessions to ensure interactions with customers are efficient and effective.
Keep supervisor informed of any work-related concerns.
Perform other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
High school diploma or equivalent
Required Related Work Experience and Number of Years
Experience providing basic technical support to external customers
Preferred Related Work Experience and Number of Years
Previous ACSR experience
Experience working in cable operations and/or telecommunications call center
Ability to handle multiple tasks
Proven organization and time management skills
Proven interpersonal skills
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
CRP114 2024-34942 2024
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
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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