Date Posted: November 4, 2020
Deadline: July 23, 2013
Organization: Charter
City: Simpsonville
Website: View Website
PREFERRED QUALIFICATIONS:
A. Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Cable, High Speed Data, billing system, etc.)
Knowledge of all functions and related tasks in the area of customer relations
Knowledge of video products and services and policies and procedures
Knowledge of high speed data products and services and policies and procedures
Knowledge of products and services and policies and procedures
Knowledge of regulations for customer service
Knowledge of service trouble shooting diagnostic procedures
Knowledge of general accounting and billing procedures
Vision ability: close vision, peripheral vision, and ability to adjust focus
B. Education (level and type)
High School Diploma or equivalent
College course work in business or related field or equivalent experience
C. Related Work Experience Number of Years/Months
Customer service / Customer service 5 years
Supervisory experience
Telephony / Video/High Speed Data 3 years
customer service experience
Regulatory Experience ?' Responding to Inquiries 3 years
D. Certifications and/or Licenses
JOB SUMMARY:
Responsible for the management of customer escalations from the Customer Service Reps and/or complaints received directly into the Corporate or Regional offices.
ESSENTIAL FUNCTIONS OF THE POSITION:
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork
Provide guidance to Customer Advocacy Representatives with service complaints; answer questions regarding telephony services and products; discuss billing questions and service concerns.
Provide instruction on responses to customers, Attorney General, Public Service Commission, FCC or directly respond to customer for all telephony markets.
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met.
Generate reports for management as required.
Handle complex customer issue escalations per established policies, procedures and guidelines. Includes telephony, video, high-speed data issues.
Responsible for handling any customer issue in its entirety for all telephony markets.
Hire, evaluate, coach and counsel personnel in the performance of their duties.
Interface with other departments via written and verbal communications to handle complex customer situations.
Research complex customer complaints and process billing adjustments by inputting credits or other adjustments into the computer records for that customers account for all telephony markets.
Interface with senior management through written and verbal communications to explain resolution of escalated customer issues that were received directly by senior management for all telephony markets.
Interface with State?s Attorney General?s Offices, States Public Service Commissions, Federal Communications Commissions representatives through written and verbal communications to explain resolution of escalated customer issues that were received directly by these governing bodies for all markets.
Perform other duties as requested by supervisor