Full TimeTown of Amherst, New YorkPosted 04/13/2024Areas of interest: Call Center, Customer Operations, MobileRequisition Number: 2024-31849COP143
Client Reference Code: 2024-31849
MOBILE CUSTOMER SERVICE REPRESENTATIVE $20/hr Start Date: June 3rd, 2024 Training Shift: Sunday - Thursday, ending no later than 9:00PM
Production Shift: Mid-shifts ending no later than 9:00PM, weekend availability is required.
JOB SUMMARY The Spectrum Mobile Representative provides basic customer support related to Spectrum Mobile Services. The successful Spectrum Mobile Representative will have an in-depth knowledge of the Company’s Mobile offerings and technical requirements. The Spectrum Mobile Representative will provide technical support in a manner consistent with Charter’s policies, procedures and quality standards. Works under general supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Responsible for providing quality service to customers via phone in maintenance, problem solving, enhancement, and troubleshooting.
Handles full service Spectrum mobile related repairs by troubleshooting with customers to resolve difficult issue with devices and mobile phone services utilizing all available diagnostic tools and resources.
Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency.
Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
Manage customer interactions professionally and efficiently.
Remain current and knowledgeable on every aspect of supported product.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Ability to perform other duties and/or projects as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Works various schedules including holidays
Required Education
High school diploma or equivalent
PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Previous customer service representative experience 1+
Experience working in cable operations, mobile, or telecommunications call center
WORKING CONDITIONS
Normal office conditions
PHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
N/A
Mental Requirements
Proven verbal and written communication skills
Complex problem solving skills
Proven follow-up skills, accuracy and attention to detail
Proven customer service skills, including positive phone demeanor
Ability to effectively train and offer guidance to other representatives
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Job Code : COP143
2024-31849 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.
The pay for this position has a salary range of $20.00 to $25.25. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.
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