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Communication Desk Specialist
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Bridgeton, MO Bridgeton, Missouri |
About this job
Client Reference Code: 184402
Company Overview:
Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
JOB SUMMARY
The Communications Desk Specialist is responsible for tracking, escalating and reporting on all customer issues for Charter products. Performs functions and tasks that assist the team and move the business forward. Works under general supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Track, escalate, and report on all customer issues for Charter products.
Ensure resolution for customers who have had multiple trouble calls; update notes and tickets as needed.
Communicate with all levels of management across multiple departments to facilitate the resolution of issues.
Update issues hourly, including adding notes to outage board, updating remedy tickets, contacting tracking and dispatch offices, and paging when necessary.
Track call volume into the call centers and monitor incoming tickets, identifying trends and potential issues. Generate reports to show impact of issues to the call centers and customers.
Handle all interdepartmental escalations for individual customer issues, communicating via email and telephone.
Act as a “feedback loop” for continuous improvement.
Participate in special projects and assignments with the goal of improving call center operations and providing superior customer service.
Develop and modify processes to meet changing business requirements.
Assist and/or mentor other Communications Desk members in resolving complex issues.
Keep up-to-date with new products, services and procedures.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to analyze data and identify root cause, symptom and/or scope to escalate an issue.
Ability to identify non-standard customer-impacting issues/situations and produce reports to clearly illustrate this information.
Proven troubleshooting expertise with any of the Charter products.
Complex knowledge of Microsoft and Macintosh operating systems, Blue Page Diagnostics and internet communications and protocols; working knowledge of PC/Mac hardware and software.
Ability to guide customers through established troubleshooting procedures to identify and resolve complex technical problems.
Superior understanding of current quality system, departmental processes/procedures as well as the Charter network.
Demonstrated expertise in one or more of the following specialties: network, systems and/or communications.
Demonstrated exceptional technical skills.
Strong leadership, motivational and interpersonal skills.
Strong organizational skills and attention to detail.
Ability to multitask and set priorities.
Demonstrated customer service skills with ability to interact with all levels of personnel.
Ability to work under pressure in a fast-paced environment.
Communication skills suitable for representing the company and interacting with the public.
Proven expertise in Remedy, CableData, and Microsoft Office software.
Ability to generate complex reports from department tools.
Education
High school diploma or equivalent.
Related Work Experience
Minimum of 18 months of Communications Desk experience.
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Not applicable.
Education
MCSE, MCP, A+ and other certifications a plus.
Related Work Experience
Not applicable.
WORKING CONDITIONS
Normal office conditions.
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the
laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different
Job Code : TWCCOP100 Communication Desk Specialist Nonexempt
184402BR
Company Overview:
Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
JOB SUMMARY
The Communications Desk Specialist is responsible for tracking, escalating and reporting on all customer issues for Charter products. Performs functions and tasks that assist the team and move the business forward. Works under general supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Track, escalate, and report on all customer issues for Charter products.
Ensure resolution for customers who have had multiple trouble calls; update notes and tickets as needed.
Communicate with all levels of management across multiple departments to facilitate the resolution of issues.
Update issues hourly, including adding notes to outage board, updating remedy tickets, contacting tracking and dispatch offices, and paging when necessary.
Track call volume into the call centers and monitor incoming tickets, identifying trends and potential issues. Generate reports to show impact of issues to the call centers and customers.
Handle all interdepartmental escalations for individual customer issues, communicating via email and telephone.
Act as a “feedback loop” for continuous improvement.
Participate in special projects and assignments with the goal of improving call center operations and providing superior customer service.
Develop and modify processes to meet changing business requirements.
Assist and/or mentor other Communications Desk members in resolving complex issues.
Keep up-to-date with new products, services and procedures.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to analyze data and identify root cause, symptom and/or scope to escalate an issue.
Ability to identify non-standard customer-impacting issues/situations and produce reports to clearly illustrate this information.
Proven troubleshooting expertise with any of the Charter products.
Complex knowledge of Microsoft and Macintosh operating systems, Blue Page Diagnostics and internet communications and protocols; working knowledge of PC/Mac hardware and software.
Ability to guide customers through established troubleshooting procedures to identify and resolve complex technical problems.
Superior understanding of current quality system, departmental processes/procedures as well as the Charter network.
Demonstrated expertise in one or more of the following specialties: network, systems and/or communications.
Demonstrated exceptional technical skills.
Strong leadership, motivational and interpersonal skills.
Strong organizational skills and attention to detail.
Ability to multitask and set priorities.
Demonstrated customer service skills with ability to interact with all levels of personnel.
Ability to work under pressure in a fast-paced environment.
Communication skills suitable for representing the company and interacting with the public.
Proven expertise in Remedy, CableData, and Microsoft Office software.
Ability to generate complex reports from department tools.
Education
High school diploma or equivalent.
Related Work Experience
Minimum of 18 months of Communications Desk experience.
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Not applicable.
Education
MCSE, MCP, A+ and other certifications a plus.
Related Work Experience
Not applicable.
WORKING CONDITIONS
Normal office conditions.
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the
laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different
Job Code : TWCCOP100 Communication Desk Specialist Nonexempt
184402BR
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