Customer Service Representative Job

Posting Job Title:Customer Service Representative
Requisition #: 157990BR
Posting Location: Florence, KY, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Position Summary:

Representative will listen and answer customer questions regarding cable, broadband & telephony service availability, installation, billing and programming in a friendly and professional manner. Inputting services and cross sell/up sell a full range of services in a prompt and professional manner so callers receive accurate information regarding the resolution of transactions.

Essential Job Functions:
- Responsible for answering and handling inbound calls in a fast-paced call center environment.
- Actively listens, communicates clearly, concisely and assures customer understanding
- Must exhibit conversational tone, rapport and express empathy and apologize when necessary to deliver a positive customer experience.
- Must use call flow and scripting to greet, resolve billing and repair issues, sell products that customer doesn ' t currently subscribe to and close call properly.
- Must use troubleshooting software to accurately troubleshoot video repair issues to reduce truck rolls.
- Must possess ability to navigate through multiple software and intranet sites to resolve customer issues and handle efficiently
- Ensures positive customer experience resolving basic customer cable, digital, and telephony requests, inquiries and complaints, both verbally and in writing.
- Exceed or maintain minimum department standards, i.e.: sales, monitoring, order entry, and adherence to schedule
- Prepare work orders for requests after determining if field visit is required; assure appropriate follow-up procedures are followed
- Accurately document and update records in billing system
- Meet established standards within the first six months, i.e.: availability, monitoring requirements, sales goals, order entry and positive performance
- Maintain adequate attendance and adherence to Company policies and procedures
- Perform related duties as assigned or as the situation dictates

Preferred Qualifications:
- Ability to retain detailed, or important, information and/or instruction
- Excellent verbal and written communication skills with internal and external customers
- Possesses strong organizational and time management skills
- Possess a good command of the English language, including excellent enunciation, grammar
- Willingness and enthusiasm to learn
- Detail oriented with a background in problem solving skills and the ability to multi-task in a fast paced environment
- Handling on average 60+ calls per day
- Keyboarding and Computer Skills
- Ability to adapt well to change

Education/Experience:
- High School Diploma or equivalent
- Requires a minimum of 12 to 18 months Customer Service and sale experience is a plus

CBTWC 08/06/14

FCC Unit_TWC: 11153
Controlling Establishment ID: 00850 - Florence Dixie Hwy

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