What are the responsibilities and job description for the Lead Offline Customer Support position at Spectrum?
JOB SUMMARY
Serves as the primary contact for Offline Customer Support team questions and customer escalations. Provides expert support as it relates to troubleshooting issues and/or handling complex customer inquiries. Works under minimal supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Interacts effectively with internal and external customers regarding products and services.
Assists representatives with customer questions/escalations in a timely, thorough and efficient manner.
Effectively presents and discusses Charter’s products and services.
Manages representative and customer interactions professionally and effectively.
Coordinates and communicates with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
Remain current and knowledgeable on every aspect of supported product.
Comply with all company and call center policies and procedures.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Identifies training and skill gaps, and provide proactive feedback and recommendations for improvement.
Performs other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Strong communication skills
Ability to handle multiple tasks
Strong organization and time management skills
Excellent interpersonal skills
Proficiency with PCs, Microsoft Windows and general intranet navigation
Advanced knowledge/experience of internet/phone operations and/or telecommunications call center
Demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous rep level
Education
High school diploma or equivalent
Related Work Experience Number of Years
Successful completion as an OCS Rep. 1
Experience in cable operations and/or telecommunications call center
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Previous customer service representative experience
WORKING CONDITIONS
Office environment
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
