Job Description

Must be able to work evenings and weekends*

Customer Care Specialist II / Residential Customer Advocate Representative

In a call center environment, the Customer Care Specialist II (Customer Advocate Representative), solves complex billing issues, technical problems and sales orders for existing customers and Residential Customer Advocate Tier 2 Escalation support for all products.

Handles escalated customer calls transferred from front line agents requiring expertise in de-escalating upset customers.

Receives calls from front line agents looking for direction on how to appropriately handle various transactions. It is expected that these agents exceed customer expectations by providing exceptional service and building customer loyalty to Cox, as well as maximizing opportunities to promote, offer and sell additional or upgraded services to customers.

Provides advanced level of troubleshooting assistance and education to customers about installation, billing, products, equipment and services to resolve the most complex problems.

Individuals in this job will be required to handle other call / transaction types previously trained on and / or call / transaction types that would require additional training prior to handling.

Primary Responsibilities and Essential Functions

• Answers escalated inbound residential customer calls, emails, tickets, chats, texts, etc.
• Asks appropriate questions and listens to customers to understand their needs, requests or problems.
• Resolves complex service-related issues related to Cox products, equipment and billing by supporting customers while directing them through a series of troubleshooting steps in a professional and courteous manner.
• Assist front-line agents with customer escalations and questions related to products, services, billing issues and technical problems.
• Builds customer loyalty by resolving problems on the first call. When applicable, places follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments to ensure their expectations have been exceeded.
• Provides inbound support for new products / pilots, which allows support models to be validated prior to the integration of products across the entire call center network.
• Identifies and presents sales opportunities through active listening, effective questioning, promoting Cox features and services with an emphasis on value.
• Provides feedback and coaching opportunities to boundary partners regarding solutions that could have been resolved without the need to escalate.
• Collaborates with a variety of boundary partners to solve complex problems.
• Actively participates in team meetings, huddles, departmental meetings and one-on-one meetings with Supervisor concerning own job performance.
• Stays current with new and / or updated reference information, training material and announcements pertaining to the job and adapts customer communication to reflect any changes.
• Successfully performs additional duties and handles other transaction / call types as requested

Skills and Qualifications

Minimum :

High School Diploma / GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree / certification beyond a HS diploma / GED in a related discipline and up to 1 year of experience;

or 5 years' experience in a related field.

Preferred :

• 1 or more year of proficient work experience as a Residential Technical Support agent with Cox Communications
• Strong aptitude for helping customers and a customer experience focus
• 2 or more years of work experience in a customer service role, not specific to just Call Center
• Must be able to work in a call center or highly structured environment
• Ability to adapt to constant change
• Experience in telecommunications industry desired

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.

Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers.

From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation / wellness days, and / or PTO).

For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer All qualified applicants / employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Last updated : 2024-06-22