Full TimeSaint Ann, MissouriPosted 04/23/2024Areas of interest: Customer Operations, Customer ServiceRequisition Number: 2024-30956CSD420
Client Reference Code: 2024-30956
Responsible for the supervision of the PAC staff to ensure all successful completion of activities which contribute to the successful installation and ongoing support of Chapter residential and commercial customers, including customer contact, Local Number Portability (LNP), E911 and switch provisioning.
Actively and consistently support all efforts to simplify and enhance the customer experience
Provide guidance with order processing questions/issues, service complaints,; answer questions regarding telephone services and products, discuss billing questions and service concerns, provide instruction on troubleshooting techniques including escalation procedures to be used with trading partners.
Provides guidance with the daily activities for LNP port in and port out and directory listing and ensure performance objectives are achieved. Provide guidance regarding exception questions, assist with porting transaction questions/issues, provide instruction and telephone troubleshooting and diagnostic techniques, answer questions regarding telephone services and products, discuss service concerns as they relate to porting activities.
Provide guidance regarding switch translations questions/issues, network element provisioning issues, provide instruction on telephony troubleshooting and diagnostic techniques.
Provide guidance with service installation questions and issues.
Coach and develop best practices for handling of service complaints and handle escalation complaint calls from customers.
Conduct monthly development sessions with individual team members to coach and develop service excellence.
Conduct annual performance evaluations, provide feedback and develop action plans for continues improvement.
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor performance metrics and provide feedback and coaching
Generate reports for management as required.
Handle customer escalations per established policies, procedures and guidelines.
Hire, evaluate, coach and counsel personnel in the performance of their duties
Interface with other departments through written and verbal communications to handle switch provisioning issues; network element provisioning issues; network issues; research customer complaints and provide feedback to requesting party.
Perform other duties as required
Required Skills/Abilities and Knowledge
Ability to effectively communicate with customers and external vendors in a courteous and professional manner Ability to work with others to resolve problems and handle outside requests Ability to use personal computer and software applications (i.e. Word, Excel, Pro Com, etc.) Ability to communicate orally and in writing in a clear and straightforward manner Ability to show judgment and initiative and to accomplish job duties Ability to work flexible hours and support night or weekend work as needed Ability to troubleshoot both on-net and off-net translation issues that impact Charter's network Knowledge of all functions and related tasks in the area of local number portability Knowledge of telephone switch activation requirements and software Knowledge of telephone network element activation requirements and software Ability to prioritize and organize effectively Knowledge of cable television products and services
Required Education
Bachelors degree in Business or working experience equivalent
Required Related Work Experience and Number of Years
Telephone customer service experience preferred - 4
Telephone service delivery experience - 4
Job Code : CSD420
2024-30956 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.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
