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Call Center Customer Service Representative (Technical Support) As the nation’s third largest cable and broadband company, Cox has about 6 million total customers. Cox is also the nation's third-largest cable television provider. Cox offers a variety of advanced digital video, high-speed Internet and telephone services over our own IP network. Business customers of all sizes are provided with our high speed Internet, phone and long distance services, as well as data and video transport services. A Technical Support Representative is part of a supportive, service-oriented team that: Exceeds our customer’s expectations by providing top notch customer service. Engages in real-time troubleshooting with customers to resolve technical issues. Educates residential Cox customers about the use of products and additional service opportunities. Maximizes opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience. Primary Responsibilities and Essential Functions: Work in an energetic call center environment answering inbound customer calls concerning inquiries about one or more Cox products. Troubleshoot the root cause of customer problems and identify the action required (using company databases, customer information, and collaboration with other departments) to resolve issues and schedule service appointments when necessary. Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that will drive additional revenue for the company. Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments. Keep customers informed about progress by checking the status of work orders in the customer record system. Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments. May have additional opportunities for candidates with fluent bilingual (English/Spanish) skills. Other duties as assigned. Minimum Requirements: High school graduate or GED or equivalent work experience. 6 months work experience providing service directly to customers. 6 months experience using a computer in a work or non-work setting. Eligibility to work in the United States. Preferred Qualifications: 6 or more months experience troubleshooting basic hardware, software, and/or connectivity issues. 6 or more months experience working in a position that requires meeting sales goals. Keen aptitude for helping customers and a customer experience focus. 1 to 2 years of work experience in a customer service role, not specific to just Call Center. Enthusiastic and personable, with the ability to adapt and thrive in constant change. Strong computer skills and be able to navigate through multiple screens. Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. #J-18808-Ljbffr
