This class is scheduled to start on August 12, 2024. This position supports our Chat Contact Center, which operates 24/7 onsite.

Through web-chat communication tools, provides basic customer support related to Charter services, including handling billing inquiries and payments. This position focuses on improving the overall customer experience and handles inbound customer questions while promoting self-service whenever possible. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. Works under general supervision.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Receive multiple simultaneous messages through web-chat and be prepared to respond to inquiries in a manner that meets quality and performance standards.

Process customer orders in a courteous, efficient and timely manner.

Effectively present and discuss Charter products and services.

Convey an image of quality, integrity and superior understanding regarding services.

Effectively address customer questions, complaints and concerns within the scope of responsibility.

Remain current and knowledgeable on every aspect of supported product.

Sell and upgrade company core Products in accordance with company requirements and Subscriber needs.

Save Subscribers from disconnecting Services whenever possible.

Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.

Accurately document customer account records based on actions taken. Fulfill work schedules as required. Participate in quality coaching sessions to ensure efficient and effective interactions with customers. Keep supervisor informed of any work-related concerns. Perform other duties as assigned.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English Must be able to work a variety of work schedules including days, nights, weekends, and holidays

Required Education

High school diploma or equivalent

Required Related Work Experience and Number of Years

Experience working in cable operations and/or telecommunications call center

Preferred Skills/Abilities and Knowledge

1 year previous customer service experience Ability to effectively train and offer guidance to other representatives Typing speed of 40WPM preferred Ability to empathize with Subscribers Desire to deliver superior Subscriber service

Mental Requirements

Manage customer interactions professionally and efficiently Ability to handle multiple tasks Effective organization and time management skills Demonstrated interpersonal skills Effective written communication skills Proficiency with PCs, Microsoft Office Suite and general intranet navigation

COP106 2024-34554 2024

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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