CCR I - Tech Support - Full-time

Suddenlink is the seventh largest cable operator in the United States, supporting the information, communication and entertainment demands of approximately 1.4 million residential customers and thousands of commercial customers in Arkansas, Louisiana, North Carolina, Oklahoma, Texas, West Virginia and elsewhere. Suddenlink simplifies its customers' lives through one call for support, one connection, and one bill for TV, Internet, phone and other services. We are different! At Suddenlink, we respect the individuality of all members of our team and value the richness that diversity brings to our workforce. Suddenlink is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Join the 6,000 individuals that make Suddenlink truly different!

Job Summary

 

Under close supervision the Suddenlink CCR I - Tech Support agent answers in-bound calls to service and retain residential customers and to identify other Suddenlink Communications products and services for existing customers by educating the customer and maximizing customer opportunities.

 

Responsibilities

• Provides quality customer service surrounding the Company values
• Greets and serves customers with the highest degree of courtesy and professionalism
• Assists customers in troubleshooting and resolving issues with company products
• Assists customers in resolving data-related issues with complex provisioning, home networking, e-mail and static IP issues and other high-speed data inquiries
• Determines customer needs in order to sell or upgrade Suddenlink services
• Identify other products and services for new or existing customers by maximizing sales opportunities
• Promotes and executes current marketing campaign information
• Ensures customers understand operating requirements of all products
• Establish customer accounts using the applicable billing system
• Explains bills and Company policies and procedures concerning prices, billing and service
• Insures revenue goals are met and exceeded by identifying the added values and benefits of products and services
• Accesses customer databases or other electronic files and/or paper reference material to locate customer records and research account history
• Accurately and effectively enters pertinent information to customer account including credits, payment and billing information
• May contact customers regarding Company services
• Completes required learning for CCR I
• Performs other duties as assigned

 

Essential Functions

• Regular attendance during scheduled shifts
• Ability to use a keyboard
• Ability to use a computer and standard office equipment
• Ability to effectively communicate by telephone
• Ability to read, write and communicate orally
• Must self-promote to a CCR II within 9 months of hire

 

 

Qualifications / Requirements

 

 

• High school diploma or equivalent
• Ability to prioritize and organize effectively
• Ability to multi-task
• Ability to work independently and with others
• Proficiency with company billing system
• Proficiency with system-related tools
• Proficiency with Windows-based computer
• Proficiency with MAC-based computer preferred
• Keyboarding skills

 

Preferred Experience

• Call center, technical support, customer service and/or sales experience preferred
• Post-high school education a plus
• Spanish proficiency desirable in some locations

 

Working Conditions

• Office environment

 

Suddenlink Communications is an Equal Opportunity employer. We are committed to reviewing the talents and experience of each applicant compared to the specific job opening, without regard to race, color, religion, sex, age, national origin, disability, military status or sexual orientation. We give full consideration to qualified disabled individuals and military veterans. If you have a disability or are a disabled veteran who is unable to use our online tools to search and/or apply for jobs, you may request a reasonable accommodation. Please contact us at 314-965-2020. This option is reserved for candidates who need support applying to Suddenlink as the result of a disability, and not intended for other purposes.

 

 

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