Customer Service Representative - OFFLINE
Company: SPECTRUM
Location: Bradenton
Posted on: April 10, 2021
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Job Description:
JOB SUMMARY The Offline Customer Support Specialist is
responsible for various back office tasks that support Customer
Operations. Responsibilities include completing tasks that
typically require research and customer contact, resolution of
complex customer requests and analyzing audit/error reports to
ensure that people, process and technology are effectively
supporting the customer and the operational business rules. The
Offline Customer Support Specialist must provide exceptional
customer service with strong attention to details. MAJOR DUTIES AND
RESPONSIBILITIES Actively and consistently support all efforts to
simplify and enhance the customer experience Complete offline/back
office tasks for customer support such as mailing statements, call
logs, etc. Identify, analyze and correct errors on customer
accounts in the billing system and ancillary systems as required
Support multiple billing and ancillary systems and resources i.e.,
ICOMS, CSG, CRM, Gateway, KM systems and Case Management Systems
Support both Residential and Small to Medium Business tasks Support
multiple work/call types Handle billing, order management and
technical requests from such as White Mail, Equipment Research, PPV
Research, Account Corrections and Lock Box requests Requires
customer contact to complete requests where information is missing,
customer requests cant be verified, or requests that conflict with
Charter business rules Administer all Charter business rules while
fulfilling customer requests Will identify trends and provide
insight into process or system enhancements Perform all other
duties as assigned. REQUIRED QUALIFICATIONS Skills/Abilities and
Knowledge Ability to read, write, speak and understand English
Attributes such as initiative, objectivity, consistency and
accuracy are essential Use of business judgment, organization and
time management are necessary Ability to identify and address
business needs from a quality perspective is essential Proficiency
with tools and billing systems used by customer care and sales
Ability to work in multiple data systems Effective allocation of
time resources Proficient understanding of Charter product
offerings and all lines of business Ability to handle various tasks
simultaneously, organizes, prioritizes, and works efficiently and
effectively under deadlines Intermediate or better knowledge of
Microsoft Office applications, specifically Excel, required
Communication skills: Communicate effectively in writing as
appropriate for the needs of the audience. Decision and problem
solving skills: Make decisions and solve problems while working
under pressure Bilingual a plus Related Work Experience Number of
Years Customer service, retail or transaction-based support
environment 1+ Knowledge of cable industry preferred 1+ Knowledge
of cable billing systems (CSG/ICOMS) preferred 1+ Education High
School Diploma or equivalent required Bachelor's Degree in Business
or related field, or equivalent training, education/experience
preferred, but not required WORKING CONDITIONS Office environment
Back office environment with extensive computer and phone use
required EOE Charter Communications is an Equal Opportunity
Employer - Minority/Female/Veteran/Disability For more information
on Spectrums benefits, please click here () .
Keywords: SPECTRUM, Bradenton , Customer Service Representative - OFFLINE, Hospitality & Tourism , Bradenton, Florida
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