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 June 1 **
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
- 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
- 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
- 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.
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