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The Community Solutions Representative plays a vital role in providing exceptional customer support related to Bulk/MDU Spectrum Services. This position requires an in-depth knowledge of the Company's Bulk/MDU offerings, technical requirements, and billing information. The successful candidate will provide account management support in a manner consistent with Charter's policies, procedures, and quality standards, working under general supervision.
Key Responsibilities- Provide quality service to customers via phone, handling account activation, maintenance, billing, problem-solving, and de-activation.
- Handle full-service end-to-end billing-related questions, issues, and concerns, including payment-related items and video, internet, and voice repairs.
- Assist field employees in setting up and authorizing customer accounts, scheduling and canceling work orders for technicians.
- Demonstrate accountability by following through on all necessary customer touch points with a sense of urgency.
- Work with upper management to streamline troubleshooting processes and create and maintain appropriate troubleshooting procedures.
- Ability to read, write, speak, and understand English.
- Knowledge of billing systems and 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.
- Previous customer service representative experience.
Normal office conditions. Works various schedules, including holidays.
Charter Communications is committed to growing a workforce that reflects our communities and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
