Job Listing

Posting


Job Title Customer Service Representative

Requisition # 119222BR

Location United States - Ohio - Garfield Heights

Area of
Interest Customer Service/Member Services

Position

Type Full Time

Posting Job Description ** Start date for the position is May 10th **

Time Warner Cable is seeking motivated, friendly, dependable professionals to consult with our customers regarding billing, general requests, addition of products and services and basic technical questions.

Our goal is to consistently provide a positive, all-inclusive customer experience. To accomplish this, our customer care and sales associates must:

Build customer relationships

˜Own™ every customer™s experience to drive satisfaction and first contact resolution

Understand and achieve sales and retention and goals and objectives

Responsibilities:
Ensure Customer Satisfaction “ Internal and External

Work independently and in teams to ensure the success of Time Warner Cable

Understand customer needs and expectations on every call to ensure an exceptional customer experience

Receive and respond to a high volume of telephone inquiries from customers and provide expert advice and solutions through consultative selling and problem resolution

Provide all pertinent information to the customer and document it using the appropriate call-tracking system to ensure first contact resolution

Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education

Provide Billing and Technical Care

Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call

Work with customers who have accounts that are in past due status to ensure that they understand their options and do not experience any disruption in service

Provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues

Educate customers as to how to solve similar billing and technical issues in the future

Listen to customer concerns and diffuse frustration by providing options and solutions

Drive Value, Awareness and Sales

Provide value-added service by introducing and selling products and services not currently in the customer™s home that might enhance the customer™s overall experience

Initiate customer education opportunities regarding existing products and services to drive awareness and thus increased value

Work with customers in past due status to negotiate a solution that enables uninterrupted service

Document all pertinent information using the appropriate call-tracking system

Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education

Demonstrate understanding and appreciation of customer priorities and seek out long-term solutions

Required Skills:
Excellent verbal and written communication skills

Customer service experience (call center or otherwise)

Proven problem solving, analytical and decision making skills.

Ability to negotiate to the best outcome for the customer and company

Solid work experience, history and references

Experience in a fast paced work environment (call center or otherwise)

Ability to multi-task and prioritize

Ability to work in a windows environment and learn additional programs as needed

Sales experience and/or marketing experience is a plus

High school diploma required, Bachelors degree is a plus

Shift:
Must be flexible, the call center is open 7 days a week, 24 hours a day.

We do not accept unsolicited resumes or telephone calls. All qualified applicants must apply online at www.timewarner.com/careers.

The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.