Rep, Sales Support
Date Posted: November 4, 2020
Deadline: April 5, 2017
Organization: Charter Communications
Website: View Website
High School Diploma or equivalent;
Ability to read, write, speak and understand English;
Ability to prioritize and organize effectively;
Ability to use personal computer & software applications;
Ability to work independently in group environment;
Ability to effectively address/resolve customer complaints and issues;
Ability to work while seated for prolonged periods of time, taking back-to-back calls;
Ability to communicate orally and in writing in a clear and straightforward and professional manner;
Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone);
Knowledge of general accounting & billing procedures;
Knowledge of office procedures and Company policies;
Knowledge of service troubleshooting;
Knowledge of residential product information, packaging, pricing and current offers.
Related Work Experience:
Customer service experience - 3 yrs.
Telephone, Video, High Speed Data experience - 2yrs.
Ability to maintain confidentiality;
Ability to solve problems while working under pressure;
Knowledge of the cable industry - products and services
Under general supervision, responsible for following up on order cancellations, past-pending tasks, and order fall out for residential customers and any additional follow-up needed before installation.
MAJOR DUTIES AND RESPONSIBILITIES:
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Management of the ?no schedule? and ?past pending? sales order queues.
Responsible for getting orders scheduled or rescheduled with the customer.
Work with engineering and other departments to determine the serviceability of an address and follow processes outline to complete this function.
To ensure timely trafficking of sales calls that require additional follow-up before installation. Support representative is responsible to re-route non sales calls to appropriate dept. and note source of misrouting through the process identified by Supervisor.
To assess and correct sales orders to ensure their completion and accurate billing. All sales are evaluated to ensure they are operationally sound and customers will be billed correctly for services ordered.
Apply all sales rules, to ensure the integrity of the sale.
Test tools being developed for desktop and recommend enhancements.
Perform other duties as requested by Supervisor.
Office environment Flexible work schedule may be required.