Community Solutions Lead Representative

Job Title

Serves as the primary contact for the Community Solutions team, and any customer escalations. Provides expert support as it relates to Bulk/MDU offerings, technical troubleshooting requirements, billing inquiries and support, and Sales agent support. Works under minimal supervision.

Responsibilities

Major Duties and Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Responsible for providing quality service with accurate customer education, including de-escalation best practices and self-help options when required.
• Handles full-service end to end billing related questions, issues and concerns ranging from general questions to payment related items.
• Handles Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issues with video, data and phone services, utilizing all available diagnostic tools and resources.
• Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency.
• Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
• Manage internal and external customer interactions professionally and effectively.
• Assist representatives with customer questions/escalations in a timely, thorough and efficient manner.
• Effectively present and discuss Charter's products and services.
• Remain current and knowledgeable on every aspect of supported products and business rules.
• Coordinate and communicate with the Call Center Supervisor, to ensure efficient operations and customer satisfaction.
• Comply with all Company and call center policies and procedures.
• Identify training and skill gaps and provide proactive feedback and recommendations for improvement.
• Ability to perform other duties and/or projects as assigned.

Qualifications

Required Qualifications

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated verbal and written communication skills
• Complex problem-solving skills
• Demonstrated follow-up skills, accuracy and attention to detail
• Proven customer service skills, including positive phone demeanor
• Proficiency with PCs, Microsoft Office Suite and general intranet navigation
• Advanced knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
• Works various schedules including holidays

Required Education

• High school diploma or equivalent

Required Related Work Experience and Number of Years

• Served as a Community Solution Representative, having demonstrated knowledge and proficiency, consistently exceeding all objectives and qualitative requirements of the previous rep level.
• Experience in cable operations and/or telecommunications call center.

Preferred Qualifications

Preferred Skills/Abilities and Knowledge

• Ability to effectively train and offer guidance to other representatives
• Ability to communicate clearly and professionally with internal and external customers.
• Ability to solve customer conflicts and skilled in problem solving.