Rep, Customer Care
Time Warner Cable (Colorado Springs, Colorado)

PURPOSE

To provide information and assistance on all aspects of cable services to potential and current customers by telephone.

MAJOR JOB DUTIES

- Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards.
- Sell and upgrade cable services in accordance with company requirements and customer needs.
- Save customers from disconnecting services whenever possible.
- Provide information regarding products and services, billing, repair, collections and respond to other types of inquiries.
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Inform supervision/management of all unresolved complaints.
- Attempt to troubleshoot customers' service problems; schedule field service calls when necessary.
- Process customer correspondence.
- Schedule customer appointments in accordance with established procedures.
- Document customer transactions accurately in ACSR and complete required paperwork.
- Coordinate with co-workers, lead persons and other departments as appropriate.

SKILLS AND QUALIFICATIONS

Requires recent heavy volume phone experience in a customer service capacity; automatic call distribution experience preferred. Customer service/public relations, telecommunications and data terminal experience also preferred. Sales experience desirable. Must have strong verbal and written communication skills, basic math, reading, writing, and organizational skills and problem solving capabilities with strong initiative. Must have pleasant personality and telephone manner and be capable of working independently. Typing speed of 40 WPM is required.


WORKING CONDITIONS

Will be sitting at a desk taking phone calls and working on a computer terminal in office cubicle 95% of the time. Sitting for long periods of time while inputting on a keyboard, taking a high volume of phone calls and speaking with customers on the telephone using a headset. Also requires reading, some writing and organizing paperwork.

Time Warner Cable reserves the right to modify Job Description in part or in whole including: Job Title, Location and/or Duties and Responsibilities. Time Warner Cable supports a drug-free environment. EOE/M/F/D/V.

NCBC-TWCLAN