Community Solutions Technical Support Representative

JOB SUMMARY

The Community Solutions Representative provides basic customer support related to Bulk / MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company’s Bulk / MDU offerings, technical requirements and billing information.

The Community Solutions Representative will provide account management support in a manner consistent with Charter’s policies, procedures and quality standards.

Works under general supervision.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.

Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources

Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians

Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency

Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures

Ability to perform other duties and / or projects as assigned

REQUIRED QUALIFICATIONS

Required Skills / Abilities and Knowledge

Ability to read, write, speak and understand English

Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice

Demonstrated verbal and written communication skills

Complex problem solving skills

Proven follow-up skills, accuracy and attention to detail

Demonstrated customer service skills, including positive phone demeanor

Ability to effectively train and offer guidance to other representatives

Proficiency with PCs, Microsoft Office Suite and general intranet navigation

Required Education

High school diploma or equivalent

Required Related Work Experience and Number of Years

Experience working in cable operations and / or telecommunications call center

PREFERRED QUALIFICATIONS

Preferred Related Work Experience and Number of Years

Previous customer service representative experience

WORKING CONDITIONS

Normal office conditions

Works various schedules including holidays

COP150 2024-39917 2024

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.