Coord I - Cust Rel Opt Store job at Charter Communications in Jackson

Charter Communications is currently seeking to employ Coord I - Cust Rel Opt Store on Sun, 11 Aug 2013 19:02:11 GMT. Coord I - Cust Rel Opt Store ( Job Number 1304561 ) Description BASIC FUNCTION Performs any and all supporting and direct customer customer-contact tasks of basic complexity, in a manner that ensures customer satisfaction and is in compliance with all Charter and Store policies and procedures. DUTIES AND RESPONSIBILITIES 1. Demonstrates proficiency in the following products/services...

Coord I - Cust Rel Opt Store

Location: Jackson Wyoming

Description: Charter Communications is currently seeking to employ Coord I - Cust Rel Opt Store right now, this job will be placed in Wyoming. Further informations about this job opportunity kindly read the description below. (

Job Number

1304561

)

Description

BASIC FUNCTION

Performs any and all supporting and direct customer customer-contact tasks of! basic complexity, in a manner that ensures customer satisfaction and is in compliance with all Charter and Store policies and procedures.

DUTIES AND RESPONSIBILITIES

1. Demonstrates proficiency in the following products/services offered by Charter

• iO TV
• Optimum On-Line (OOL)
• Optimum Voice (OV)
• Any future product/service that may be introduced

2. Understands and communicates basic Charter billing and collection procedures, including

• Aging and payment arrangement processes and communicating with other areas of the business to ensure customer satisfaction and retention
• Explaining bills and resolving billing errors, understanding the effect on customer retention
• Ability to use standard processes and tools in granting general billing adjustments
• Full knowledge of non-payment reconnect policy
• Adherence to established cash handling, closing procedures an! d guidelines, including cash drawer overage/shortage policy

3. Utilizes the skills in the Connect, Serve, Sell model to deliver exceptional customer service and foster an environment of continuous improvement, including

• Effective listening
• Compassionate, respectful and professional behavior in all situations with customers, peers, and management
• Put the customer first
• Build value in customer relationships and actively strive to increase customer revenues
• Accept and understand the purpose and value of neutral feedback
• Demonstrate professional work ethic in support of Charter’s values

4. Ensures accurate data entry and coding in order to

• Provide complete customer satisfaction
• Avoid unnecessary truck rolls
• Minimize billing errors

5. Demonstrates use of computer applications to effectively and accurately serve the customer, including

• Practical application and knowledge of CableData, e-mail! , inter/intranet, desktop set-up (short-cuts, organizing your desktop)
• Basic knowledge of the following applications Microsoft Excel, Word, GUI, DTF, 100% Order Quality, TriO, Groupwise, and Adjustment website
• Online information and tools, (including Knowledge Database, Marquee, web pages, etc.)
• Ability to multi-task during a customer transaction
• Payment batching process, DTF web site and appropriate cash reporting procedures
• Cable Data comments field for important account updates to maximize internal communication

6. Understands product knowledge pertaining to all programming with a focus on increasing revenue and retaining customers, including

• Field Communications
• Product packaging/pricing
• Promotional coding/rate codes
• Channel line-ups/programming content

7. Ensure that all work- related equipment is utilized and maintained in a safe and responsible manner, and ! ensuring that all work-related tasks are performed in a manner that is ! in compliance with OSHA safety rules and regulations.

8. Effectively troubleshoots basic customer service problems in all product areas with the customer, including

• Identifying Charter responsibilities with regard to customer and Company equipment
• Optimum Service
• Identifying root cause and diagnose problem
• Utilizing appropriate escalation process and engaging customer in problem resolution as needed
• Maintaining communication within cross-functional departments associated with troubleshooting (TSG, Logistics, Field Service, etc.)

9. Participates in special projects and performs other duties as assigned.

10. Responsible for accurate payment processing and deposit preparation (including Cash Pull Tickets, Daily Transmittal Forms, Deposit Slips, and Pick Up Logs).

SCOPE

Handles all customer inquiries concerning all products and services offered by Charter. Adheres to Company sta! ndards pertaining to quantity and quality of work performed on an on-going basis. Performs all work related tasks in a manner that is in compliance with all Charter and Optimum Store policies and procedures in a multi-product environment.

QUALIFICATIONS

1. High school diploma or equivalent

2. Strong written and oral communications skills

3. Strong cash handling skills

4. Knowledge of MicroSoft Excel applications

5. Excellent listening skills and patience

6. Ability to sit/stand for long periods of time

7. Ability to lift and maneuver converters and equipment, up to 35 pounds

8. Ability to work in a fast paced and ever-changing environment

9. Ability to work flexible hours, including evenings, weekends, holidays and overtime as required

10. Must be flexible and adaptable and able to travel to multiple work locations (within 35 miles)

11. Affinity for identifying and pu! rsuing sales opportunities

12. Ability to work in a performanc! e-measured environment

13. Internal candidates who meet the appropriate qualifications may be offered a Coordinator II (Grade12) position.

Primary Location

US-Wyoming-JACKSON
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to Charter Communications.

If you interested on this job just click on the Apply button, you will be redirected to the official website

This job starts available on: Sun, 11 Aug 2013 19:02:11 GMT

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