Call Center Customer Service Representative (Technical Support)

Company Description

As the nation’s third largest cable and broadband company, Cox has about 6 million total customers. Cox is also the nation's third-largest cable television provider.

Cox offers a variety of advanced digital video, high-speed Internet and telephone services over our own IP network. Business customers of all sizes are provided with our high speed Internet, phone and long distance services, as well as data and video transport services.

Cox Media offers local and national cable advertising in both traditional and new media formats, along with promotional opportunities and production services.

Job Description

A Technical Support Representative is part of a supportive, service-oriented team that: 

• Exceeds our customer’s expectations by providing top notch customer service. 

• Engages in real-time troubleshooting with customers to resolve technical issues. 

• Educates residential Cox customers about the use of products and additional service opportunities.

• Maximize opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience. 

• Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company:

• Integrity - We do business with honesty and integrity. We meet or exceed the highest ethical standards in all of our business activities. We can be trusted to do what we say we will do. We Live Cox Values.

• People - Our employees are our most important asset. They set us apart. We invest in their continuous development and recognize their contributions to our success.

• Diversity - Diversity of cultures and ideas makes us stronger; it is a core Value at Cox. We value different approaches, thinking perspectives and people.

• Customers - Our customers are our lifeblood. They depend on us to provide reliable, quality products and outstanding service at every opportunity. We count on employees to do the right thing for our customers.

• Community - Communities connect us to the people we serve. We are leaders and responsible citizens in the communities where we live and work. At the heart of our Values we support youth, education and environmental sustainability.

Unleash your potential with Cox Communications as a Technical Support Representative, where you will be enhancing the lives of our customers and your career. 

Primary Responsibilities and Essential Functions

• Work in an energetic call center environment answering inbound customer calls concerning inquiries about one or more Cox products. 

• Trouble shoot the root cause of customer problems and identify the action required (using company databases, customer information, and collaboration with other departments) to resolve issue and schedule service appointments when necessary.   

• Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that will drive additional revenue for the company.  

• Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments. 

• Keep customer informed about progress by checking the status of work orders in customer record system. 

• Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments. 

• May have additional opportunities for candidates with fluent bilingual (English/Spanish) skills.

• Additional incentives may be available for fluent bilingual (English/Spanish) candidates.

• Other duties as assigned.

Qualifications

Minimum

• High school graduate or GED or equivalent work experience.  

• 6 months work experience providing service directly to customers.  

• 6 months experience using a computer in a work or non-work setting.  

• Eligibility to work in the United States. 

Preferred

• 6 or more months experience troubleshooting basic hardware, software, and/or connectivity issues.  

• 6 or more months experience working in a position that requires meeting sales goals.  

• Keen aptitude for helping customers and a customer experience focus.  

• 1 to 2 years of work experience in a customer service role, not specific to just Call Center. 

• Enthusiastic and personable, with the ability to adapt and thrive in constant change.  

• Previous telecommunications experience.  

• Strong computer skills and be able to navigate through multiple screens.

Additional Information

Your Career At Cox

From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.

Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.

Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. 

Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.