Emergency Response Center Alarm Agent - Full-time

The Time Warner Cable currently seeks an Alarm Agent for our Emergency Response Center. Below is a brief description of the essential duties and responsibilities required to function successfully in this position:

Start Date: Friday, September 16, 2016
Training: 5 weeks, starting Monday, September 19, 2016
Shift: Various scheduled shifts available within a 24 hour call center, must be flexible to cover other shifts, holidays, and over time as indicated by activity and business needs

Position Summary:
Works in Emergency Response Center to support Time Warner Cable security customers in the operation of customer premise equipment and account data configuration. Monitor and respond to events and alarm signals generated from home security systems and end users.

Essential Job Functions:

• Uses electronic resources to monitor security systems in homes and businesses.
• Notifies customer of events, failures or alarms.
• Notifies appropriate emergency responders of events or alarms.
• Answers incoming phone calls.
• De-escalate irate and difficult customers in a professional and courteous manner.
• Complies with department standards for call processing and customer service goals.
• Performs basic customer support, escalates as necessary to appropriate support departments per policies and procedures.
• Performs data entry and verification.

Job Requirements:

• Ability to provide exceptional customer service to TWC customers via phone.
• Effective and accurate computer skills, including understanding of browsers, email, and internet navigation.
• Must maintain a high level of confidentiality in dealing with customer data.
• Knowledge of customer support/troubleshooting over the phone.
• Strong attention to detail required.
• Must be able to answer and manage telephone calls at defined performance standards.

Education & Experience:

• High School Diploma or equivalent is required.
• One year face-to-face and/or phone customer contact experience desired
• Spanish language skills desired.