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Customer Service - CHAT Agent (Billing)

Company: SPECTRUM
Location: El Paso
Posted on: January 16, 2022

Job Description:

$18 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 possibleFacilitate 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 navigationEducationHigh school diploma or equivalentRelated Work ExperienceExperience working in cable operations and/or telecommunications call centerPREFERRED 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 serviceRelated Work ExperiencePrevious customer service representative experienceWORKING CONDITIONSNormal office conditionsEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability COP106 300500 300500BR

Keywords: SPECTRUM, El Paso , Customer Service - CHAT Agent (Billing), Sales , El Paso, Texas

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