JOB SUMMARY
The Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company's Bulk/MDU offerings, technical requirements and billing information. The Community Solutions Representative will provide account management 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 account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.
- Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
- Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
- 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
- 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
- Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
Demonstrated verbal and written communication skills - Complex problem solving skills
- Proven follow-up skills, accuracy and attention to detail
- Demonstrated 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
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Experience working in cable operations and/or telecommunications call center
Preferred Related Work Experience and Number of Years
Previous customer service representative experience
WORKING CONDITIONS
Normal office conditions
Works various schedules including holidays
COP150 2025-56644 2025
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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