Client Reference Code: 2024-43408

Serves as the primary contact for Chat Billing Agents 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 supports all efforts to simplify and enhance the customer experience. Interact effectively with internal and external customers regarding products and services. Assist agents with customer questions/escalations in a timely, thorough and efficient manner. Effectively present and discuss Charter’s products and services. Manage agent and customer interactions professionally and effectively. Coordinate and communicate with the Chat Center Supervisor, to ensure efficient operations and customer satisfaction. Remain current and knowledgeable on every aspect of supported product. Comply with all company and chat 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 Applies judgment in analyzing and resolving issuesExhibits in-depth technical knowledge of Spectrum products and services Skilled in deescalating customer situationsMust have excellent verbal and written communication skillsMust be efficient with time management, organizational skills and handling multiple tasks concurrentlyAbility to handle multiple tasksAdvanced knowledge/experience of internet/phone operations and/or telecommunications call centerExcellent interpersonal skillsProficiency with PCs, Microsoft Windows and general intranet navigation

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 experienceThis is an internal listing for members preferrably from the Zanesville billing team

Job Code : CBI175

2024-43408
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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.
FCC Unit: 13538 Business Unit: Customer Operations Zip Code: 43701

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