Posting Job Title: Customer Service Rep
Requisition : 137644BR
Posting Location: United States : Missouri : Kansas City
Area of Interest: Customer Service
Position Type: Full Time
Posting Job Description:
About Time Warner Cable
Time Warner Cable is the second:largest cable operator in the U.S., with technologically advanced, well:clustered systems located mainly in five geographic areas : New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles) and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high:speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable. More information about the services of Time Warner Cable is available at timewarnercable, twcbc and twcmediasales.
We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area.
Customer Service Representative is responsible for providing the highest level of technical service, support, transitional sales and/or customer service to our video, high:speed Internet, and digital phone customers. Communicate effectively and display a professional and positive demeanor to external and internal customers.
Essential Job Functions:
55 : Respond to customer inquires in regard to billing, video problems, rates, programming, collections, and other miscellaneous issues
25 : Determine the cause of the customer's video issue, and trouble shoot, following established procedures
10 : Make payment arrangements on delinquent or unpaid debt.
5 : Sell cable television, high:speed data service and Digital Home Phone services to meet customer's preferences.
95 : Build rapport with customers, move the conversation forward, respond to their needs, deliver value and handle their concerns. When appropriate, close the sale.
100 : Meet goals in regard to call center metrics, such as Service Levels, Productivity and Quality Assurance ratings.
100 : Adhere to attendance standards in regard to assigned shifts.
100 : Works with rest of team to identify issues that impede quality customer care
10 : Perform any research necessary to meet the customer's request
High school diploma or general education diploma (GED)
Some post secondary preferred.
Previous Customer service experience, especially call center environment
Ability to communicate in a way that makes the customer feel appreciated