Customer Service Representative Job

Posting Job Title:Customer Service Representative
Requisition #: 156535BR
Posting Location: Appleton, WI, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

If you ' re driven to succeed, have a passion for helping customers and prepared to meet the ever-changing needs of our industry, then you ' re ready for a career at Time Warner Cable!

Apply online today and complete our assessment (please plan on 70 minutes to complete the assessment). Once you finish we ' ll let you know next steps in our process!

We are hiring for our next training class that is starting on August 15th and August 29th. Our paid training is 8 weeks, Monday through Friday from 8:00AM to 5:00PM.


Time Warner Cable believes that by providing our employees with competitive and rewarding compensation, we can help them take care of the people who matter the most, both at work and at home. As a Customer Care Representative you will receive a base hourly wage, shift differential, career progression pay and incentive compensation that can earn you up to $12.80 an hour, with our top performers earning $16 an hour and more! In addition to your total compensation package we offer generous benefits, discount pricing on our residential products in the TWC footprint and more.

We are hiring for full-time shifts that fall between the hours of
10:00AM to 11:00PM. Our representatives are required to work one weekend day every weekend.


This position will work out of our Appleton Call Center which offers an on-site fitness center, cafeteria, subsidized bus program and business casual work environment.


Position Summary:

To serve the customers by providing information and solving problems, selling customers a variety of services and placing the sales orders.

Essential Functions:

Responsible for providing quality service to customers via phone in account maintenance, billing, moderate problem solving and modification.

Upgrade, downgrade and reconnect video and HSD service. Answer billing questions, and may process payments, make payment arrangements and balance accounts.

Upsell video, HSD, and ancillary services and features to customers.

Solve customer billing, video, and HSD problems within Company service policies and guidelines, utilizing approved procedures and basic product information.

Operate computerized systems to record data, make corrections or complete required follow up.

Perform other duties as assigned.

Job Requirements:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers or employees of organization.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Ability to deal with problems involving a few concrete variables in standardized situations.

Preferred Qualifications:

Must be able to work in a fast-paced environment that requires self-motivation and initiative, along with the ability to work as part of a team.

Must have the ability to maintain professional customer service skills at all times, including: asking appropriate questions to establish customer needs; establishing rapport w/proper meet and greet techniques; understanding and empathizing with customer issues to defuse potential customer escalations; communicating technical information in clear language; effectively paraphrasing to check for understanding; accurately enter necessary information into the computerized billing system while speaking to customers; and maintaining a positive, enthusiastic demeanor.

Must be able to perform basic mathematical calculations, including addition, subtraction, multiplication and division. A working knowledge of PC usage in a windows environment, and internet navigation is required.

Must demonstrate proficiency in Company service policies and procedures.

Must be able to support all video products and services.

Must have in-depth knowledge of customer accounts.

Must have the ability to apply judgment in analyzing and resolving problems.

Must have the ability to perform job functions with general on routine work and detailed instruction on new assignments. Work is regularly supervised and reviewed for timeliness, accuracy and correct procedures.

Bilingual skills are a plus.

Education & Experience:

High school diploma or general education degree (GED); or zero to three months related experience and/or training; or equivalent combination of education and experience.

One to two years of customer contact experience with sales is preferred. Call center experience in a technical service environment is very helpful
.

CBTWC 07/09/2014

FCC Unit_TWC: 8342
Controlling Establishment ID: 00032 - Appleton Destination Dr

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status