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Customer Service Support Specialist

3 months ago

Charleston, West Virginia, United States wowway Full time

Location:

Customer Service Support Specialist in Charleston, SC at WOW **Location:**

**Experience:**

Not Specified **Job Description**

**You could be a part-owner of WOW**

**Every person hired into a full-time position at WOW is eligible to** **have real, tangible, and potentially very rewarding ownership in WOW and its future. With the award of a one-time restricted stock grant ranging from $3,000 - $7,500 (depending on the position), when the price of WOWs stock increases, so does the value of your shares Ask your recruiter for more details**

**About the role:**

This front desk position is responsible to apply customer service relationship skills and technical product and service knowledge, to contact customers, isolate and resolve technical issues for purposes of eliminating the need for a technician visit. This position is also responsible for payment and equipment processing and customer service support for installation, service, sales and billing inquiries to customers.

**What you'll be doing:**

Essential duties and responsibilities for this customer service role include but are not limited to those listed below:

Ability to maintain expert-level knowledge of our products and services; and strong, current understanding of current processes and procedures

Conduct outbound calls to customers, review account comments, gather customer information and interpret, analyze and troubleshoot customer concerns in relation to internet, phone and video, to resolve in lieu of the technician visit.

Schedules service calls in compliance with company policies

Maintains data tracking and reporting, to include the ability to interpret and communicate trends

Based on outbound call process and quality results, proactively identifies patterns and trends, making recommendations to management team regarding solutions

Communicates service offerings to customers and processes new installation orders, upgrades and change of service work orders into the companys billing system

Provides prompt, polite and professional assistance to customers and including escalation procedures when necessary.

Makes appropriate payment/equipment adjustments to billing database

May train new Customer Service Support Specialists on daily tasks, ICOMS, processes, policies and metrics

Receives and manages the process of field collections from contractors and customers

Provides general support to the Leadership including processing of contractor billing audits from collection partners

May provide day-to-day direction of team priorities and provides leadership as required in absence of supervisor

May process internal Just Ask Incentives for the market

Consistently completes assigned work (daily, weekly, monthly), adjusting to multiple demands and shifting priorities

Maintains open communication with all staff, including management, contractors, field and office personnel.

Routes incoming mail to appropriate employee, prepares outgoing mail and correspondence including e-mail, faxes and express packages.

Performs other projects and duties as assigned

**What you'll bring:**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to multitask and prioritize work

Must have excellent customer service skills

**Education/Experience****:**

High school diploma or equivalent is required; 1 year of customer service experience preferred

**Computer Skills****:**

Requires working knowledge of GSuite applications, email and Internet; basic knowledge of billing system preferred.

**Physical Demands/Working Conditions:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

regularly required to talk and hear

required to use hands to type, handle objects and paperwork

required to reach and hold on to items at chest level or reach above the shoulder

required to use close vision and be able to focus

required to lift up to 20 pounds and push, pull or maneuver equipment cart exceeding 100 pounds

must be able to work occasional overtime as required including weekends

**WOW offers a generous benefits package including:**

Medical, dental, and vision insurance

401k with a company match

Paid time off and paid holidays

Tuition reimbursement

WOW also offers significant discounts on broadband packages for employees residing in our service areas.

***All qualified applicants will receive consideration for employment

without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran***