CCR I
CCR I - Account Services
Position Description JOB SUMMARY Under general supervision, responsible to address and resolve customer issues and complaints related to their video products and services while eliminating unnecessary truck rolls. ESSENTIAL FUNCTIONS OF THE POSITION ? Receive inbound calls from customers regarding "trouble" with their cable products/ services. . ? Uses all available tools to effectively troubleshoot and resolve customer problems (KL, ICOMS, troubleshooting trees etc.) to avoid unnecessary truck rolls. ? Identifies and leverages opportunities to up sell and cross sell additional products and services during customer interaction ? Educate customer in basic troubleshooting. ? Responsible for communicating appropriate charges for customer as determined at the time of call. ? Meet or exceed monthly performance metrics: o Consultative Customer Service Sales o Customer Experience Call Handling Skills o Telephone productivity o Work Order Accuracy o Adherence To Schedule o Attendance ? Identify and escalate issues that could place a customer at risk of disconnecting ? Perform other duties as required.