Posting Job Description
Assists the Video Repair team by providing guidance with difficult customers, answering Representative questions, and providing policy and procedure information. Provides appropriate skill based coaching to Representatives that will allow them to handle future calls autonomously.
ESSENTIAL JOB FUNCTIONS:
Supports all aspects of the help line including handling customer escalated calls, and working with dispatch, technical, and marketing departments.
Accurately logs all helpline calls into tracking system.
Helps reduce customer wait times and queues by providing quick and efficient direction to Representatives
Works with the QA/Training Group and Call Center Supervisors to review help line usage and make recommendations on how to reduce usage.
Provides feedback to Supervisors and Management to suggest process improvements based on help line experiences and communicate the reasons for the help calls to assist Supervisors in developing their Representatives.
Trains/educates employees over the phone in an effort to develop employee's knowledge and reduce future usage of the help line.
Acts as a liaison between management and CSR's to see that department standards and goals are being met, as well as individual expectations of the team.
Maintains a high level of confidentiality when dealing with customer and employee issues and exhibits good judgment when handling complicated requests.
Possess excellent verbal communication skills (this includes the ability to communicate effectively, tactfully and courteously with all clients and employees).
Continuously learn and retain knowledge of new services and promotions being offered by the company.
Maintains and sets an example for professional and respectful conduct when interacting with customers and co- workers.
May serve as a backup for coaching and training.
Performs other duties as assigned.
Three years customer service preferred.
Industry related classes in Customer Service and/or sales techniques preferred.
Knowledge of Word and spreadsheets required.
Skills/Abilities and Knowledge
This job has no supervisory responsibilities but acts in a leadership role for the call center.
High School Diploma or equivalent required.
Associate's degree in Marketing, Communications or related field preferred.
Time Warner Cable