Worcester, MA 01609
Client Reference Code: 200648 At Charter, it's all about the customer's experience.
Charter employees are cooperative, trustworthy, and resourceful.
We are good neighbors to our employees, our customers and our communities.
We value everyone! JOIN OUR GROWING AND DYNAMIC TEAM! We are currently hiring full time Call Center Agents for evening shifts + weekends.
Shifts could go as late as 1-2:00 am.
We have an excellent training and career progression program as well as great benefits! WHAT OUR CALL CENTER AGENTS DO Provide basic customer support related to Charter services, including troubleshooting video issues and responding to basic billing inquiries (i.
, taking a payment, providing account balance).
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.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience.
Process customer orders in a courteous, efficient and timely manner.
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 within the scope of responsibility.
Remain current and knowledgeable on every aspect of supported product.
Facilitate customer issue escalations to local management/support as required.
Determine necessity for field visits.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Participate in quality coaching sessions to ensure efficient and effective interactions with customers.
Keep supervisor informed of any work-related concerns.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to handle multiple tasks Strong organization and time management skills Excellent interpersonal skills Proficiency with PCs, Microsoft Office Suite and general intranet navigation Education High school diploma or equivalent Related Work Experience Experience working in cable operations and/or telecommunications call center PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to effectively train and offer guidance to other representatives Related Work Experience Previous customer service representative experience WORKING CONDITIONS Normal office conditions Job Code : TWCCRP125 Cust Rel Coord - Video Repair Nonexempt 200648BR