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Chat Customer Service Billing Agent

Company: Humanity
Location: El Paso
Posted on: May 12, 2022

Job Description:

Job DescriptionCompany Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated.

If you identify with any of the following communities do not hesitate to register, even if you feel that this particular opportunity is not the right fit for you.

Company Name: SpectrumJob Description

$20 per hour + shift differential for qualifying shifts!

JOB SUMMARYThrough web-chat communication tools, provides basic customer support related to Charter services, including handling billing inquiries and payments. This position focuses on improving the overall customer experience and handles inbound customer questions while promoting self-service whenever possible. 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 RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experience.

Receive multiple simultaneous messages through web-chat and be prepared to respond to inquiries in a manner that meets quality and performance standards: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.Sell and upgrade company core Products in accordance with company requirements and Subscriber needsSave Subscribers from disconnecting Services whenever possible

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 QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to handle multiple tasksStrong organization and time management skillsExcellent interpersonal skillsExcellent written communication skillsMust be able to work a variety of work schedules including days, nights, weekends, and holidaysProficiency with PCs, Microsoft Office Suite and general intranet navigation

EducationHigh school diploma or equivalent

Related Work ExperienceExperience working in cable operations and/or telecommunications call center

PREFERRED QUALIFICATIONSSkills/Abilities and Knowledge1 year previous customer service experienceAbility to effectively train and offer guidance to other representativesTyping speed of 40WPM preferredAbility to empathize with SubscribersDesire to deliver superior Subscriber service

Related Work ExperiencePrevious customer service representative experience

WORKING CONDITIONSNormal office conditions

EOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Keywords: Humanity, El Paso , Chat Customer Service Billing Agent, Hospitality & Tourism , El Paso, Texas

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