Job Title:

Cust Sales & Serv Cntr Rep

Location:

ROSEMOUNT 55068

Job Status/Type:

Full Time, Employee

Career Level:

Entry Level

Reference Code:

7300

OCCUPATION:Retail/Counter Sales and Cashier

POSITION OVERVIEW:

Job Summary

Perform customer support services under general supervision. Interact with the public to assist in resolving billing and service concerns. Promote Charter products and services..

Essential Functions of the position

Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. 

Create a positive end-to-end customer experience by demonstrating the Good Neighbor Values of being helpful, cooperative, trustworthy, responsive and resourceful. 

Provide customer support for service questions regarding Charter products and services; Interaction with the customer will be primarily face-to-face but may also include receiving and placing telephone calls to customers.  Customer interaction will be for the purposes of discussing billing questions and service concerns; resolving non- payment of bills; assessing customer needs and promoting Charter products and services to existing and new customers with tact and courtesy

Respond to the customer by performing troubleshooting and diagnosing service complaints

Place new installation orders, service orders for disconnects and service changes generated from the customer; schedule appointments accordingly; prepare associated paperwork for work orders; process special requests for services (i.e., pay-per-view); input orders into computer system

Responsible for researching customer complaints and processing billing adjustments by entering credits or other adjustments into the computer records for the customer's account

Perform customer counter functions including receiving cash and hand delivered payments from customers and entering payments into the billing system

Track, issue and receive cable and telecommunications equipment

Process daily payments and balance cash drawer

Provide customer support for service complaints; answer questions regarding services and products; promote Charter products and services to new or existing customers

Actively engage in training through Charter University and other training programs

Perform other duties as may be requested by supervisor

Preferred Qualifications

Ability to lift up to 25 lbs.

Ability to prioritize and organize effectively

Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a computer

Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner

Ability to use 10-key adding machine

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, billing systems)

Ability to use professional presentation skills

Ability to use, handle, and manipulate objects such as paper, pencils, keyboards, and mouse

Ability to work independently

Ability to work while seated or standing for prolonged periods of time

Knowledge and ability to use the following office equipment: computer, telephone, copier, fax, calculator, and stapler

Knowledge of all functions and related tasks in the area of customer relations

Knowledge of cable television and telecommunications products and services

Knowledge of office procedures

Vision ability: close vision, peripheral vision, and ability to adjust focus

Education

High School Diploma or equivalent

Related Work Experience

Customer Service experience

Certifications and/or Licenses

Meet customer service training or equivalent certification requirements

Working Conditions

Office environment

Exposure to moderate noise level