Client Reference Code: 2024-44508

JOB SUMMARY

Responsible for the supervision of direct reports, to ensure all activities that contribute to the successful installation and ongoing support of Charter residential and commercial telephone and internet customers, including customer contact, Local Number Portability (LNP), switch provisioning and service activation. This includes provisioning, activations, troubleshooting  and repair.

MAJOR DUTIES AND RESPONSIBILITIES

Provide guidance with order processing questions/issues and service complaints; answer questions regarding telephone services, technical troubleshooting, repair, dispatch and products; discuss billing questions and service concerns; provide instruction on troubleshooting techniques, including escalation procedures to be used with trading partners.Provide guidance with daily activities for LNP port in, port out and directory listing, and ensure performance objectives are achieved.  Provide guidance regarding exception questions; assist with porting transaction questions/issues; provide instruction and telephone troubleshooting and diagnostic techniques; answer questions regarding telephone services and products; discuss service concerns as they relate to porting activities.

Provide guidance regarding switch translations questions/issues and network element provisioning issues; provide instruction on telephony troubleshooting and diagnostic techniques.

Provide guidance with telephone and internet installation and repair questions and issues.  

Coach and develop best practices for handling of service complaints, and handle escalation complaint calls from customers.

Conduct monthly development sesssions with individual team members to coach and develop service excellence.

Conduct annual performance evaluations, provide feedback and develop action plans for continuous improvement.

Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor performance metrics and provide feedback and coaching.

Generate reports for management as required.

Handle customer escalations per established policies, procedures and guidelines.

Hire, evaluate, coach and counsel personnel in the performance of their duties.Interface with other departments through written and verbal communications to handle switch provisioning issues, network element provisioning issues and network issues; research customer complaints and provide feedback to requesting party.

Perform other duties as required.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand EnglishKnowledge of telephony, VoIP, media gateways, IP Protocols including H.248 and Megaco, and voicemail serversKnowledge of E911 translations to include knowledge of the MSAG & ANI/ALI requirements needed to support E911Ability to effectively communicate with customers and external vendors in a courteous and professional mannerAbility to work with others to resolve problems and handle outside requestsAbility to use personal computer and software applications (i.e. Word, Excel, Pro Com, etc.)Ability to communicate orally and in writing in a clear and straightforward mannerAbility to show judgment and initiative and to accomplish job dutiesAbility to work flexible hours and support night or weekend work as neededAbility to troubleshoot both on-net and off-net translation issues that impact Charter's networkKnowledge of all functions and related tasks in the area of local number portabilityKnowledge of telephone switch activation requirements and softwareKnowledge of telephone network element activation requirements and softwareAbility to prioritize and organize effectivelyKnowledge of cable television products and services

Education

Bachelor’s degree in Business, Mathematics, Engineering or Computer Science, or equivalent work experience

Related Work Experience                                                                              Number of Years

Telephone service delivery experience                                                                      4

Switch operations or telephony operations                                                                4

Service activation experience                                                                                   2

Supervisory experience                                                                                           1+

Telephone customer service experience preferred                                                 

WORKING CONDITIONS

Office environment

7 Day operation (Hours may vary)

EOE Race/Sex/Vet/Disability

Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Charter is committed to diversity, and values the ways in which we are different.

Job Code : TDP405

2024-44508
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.
FCC Unit: 13526 Business Unit: Field Operations Zip Code: 63017

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