Serviceability Specialist I

The Serviceability Specialist will provide support to the Care Organization, the Field Operations Organization, and customers, and will act as a liaison to present accurate and informative determinations regarding the service availability of residential and commercial locations.

The Serviceability Specialist I will work in a high call volume, fast paced environment with the necessity to multi-task.

This position will also require accurate data entry into the billing systems and other supporting systems/databases.

 

LOCATION
12238 Silicon Drive, Suite 129
San Antonio, Texas 78249
(near the intersection of IH-10 & De Zavala Road)

 

(Please note: training and working schedules could include evening, weekend and holiday hours.)

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Use investigative research and effective listening skills to obtain all necessary information needed to process serviceability requests within Charter’s footprint.
• Explain findings and information related to the serviceability inquiry in an informative, clear, concise and easy to understand manner that can be easily conveyed to a customer. Foster a cooperative learning environment that further empowers our representatives with an increased knowledge base conducive to more timely resolutions and positive customer experiences.
• Use multiple tools and resources to accurately build and proactively maintain addresses in the billing databases and follow company protocol and business rules, and actively support a one call resolution.
• Use effective communication to build rapport and collaborate with appropriate management levels in various departments throughout the Charter organization on behalf of the customer to obtain resolutions for serviceability.
• Consistently meet/exceed departmental goals and business objectives to maintain accountability and develop opportunities.
• Effectively multi-task and perform various reporting responsibilities while managing the inbound phone queue, email requests, and outbound follow-up calls.
• Maintain and protect high security information to protect Charter as well as our potential customers.
• Use personal skills, relationships, and company tools to complete projects and accomplish goals, regardless of obstacles.
• No Supervisory responsibilities with this position.
• Perform other duties as requested or assigned by leadership.
• Must be available to work outside of normal work hours as needed.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel

Ability to multi-task Ability to prioritize and organize effectively

Ability to show sound judgment, take initiative and to accomplish job duties

Ability to use personal computer and software applications (word processing, spreadsheet, etc.)

Ability to work independently Ability to be detail-oriented and with a high degree of accuracy

Ability to work while seated for prolonged periods of time

Ability to stay organized and remain calm under pressure

Knowledge of cable billing, cable operations, cable accounting procedures

Knowledge of cable television products and services

 

Required Education

High School Diploma or equivalent

 

Required Related Work Experience and Number of Years

Call center customer service - 1

Cable or related telecommunications/broadband industry - 1

Cable industry software experience

CSD105 2023-20438 2023

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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Salary : $20 - $27