Customer Care Representative Job Job in San Diego, California US
Customer Care Representative Job
Job Description: The Time Warner Cable Southern California Market - West Region currently seeks a Customer Care Rep for our Customer Care Department in our San Diego, CA office. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. POSITION SUMMARY: To provide Time Warner cable customers information and assistance via telephone with clear and accurate information regarding company services, billing and retention. Responsible for Tier 1 level technical support for video, telephony and high speed online products in a manner consistent with Time Warner Cable policies, procedures, quality, standards, customer needs and applicable local, state, and federal procedures. Sell and upgrade potential and current customers by telephone. ESSENTIAL JOB FUNCTIONS: ? Answers high volume of calls and responds to customer inquiries about subscriber services, products, billing, and general information. ? Informs and markets all premium cable services and products to customers who call in, in order to maximize the sale of company products/services. ? Consistently meets sales and service goals by ascertaining customer?s needs and cross-selling and/or upgrading products and services. ? Schedule installation and service appointments with customers who request cable installation or who require service on their cable television equipment. Utilizes computerized billing system to obtain service availability dates and to schedule appointments. ? Reviews billing statements with customers and computes costs associated with the statement in order to resolve discrepancies and to answer questions. Adjusts customer billing statements on the computerized billing system when a service-related problem has occurred or payment arrangements have been coordinated on delinquent accounts. ? Computes and coordinates payment arrangements with customers on delinquent accounts within the guidelines set forth by the department. ? Troubleshoots basic Cable TV problems such as Audio/Video inputs, Cable Card issues, Remote Control issues, and Digital Set-top issues. ? Saves customers from disconnecting services whenever possible. JOB REQUIREMENTS: ? Recent heavy volume phone experience in a customer service capacity, automatic call distribution experience preferred. ? Typing speed of 40 WPM is required. ? Must be willing to work days, nights, evenings or weekends. ? Basic knowledge of computer Operating Systems including but not limited to the following required: Windows98, Windows2000, Windows Me, Windows XP, Windows NT and Macintosh Operating systems. ? Basic to intermediate knowledge of PC hardware and software configuration, modem configuration and installation, computer networking and IP, Internet browsers (Explorer, Netscape) and Internet E-mail applications, cabling and installation, hubs, routers and other networking devices, FTP, Telnet, DNS, NAT, email server configuration, LAN/WAN. ? Basic to intermediate level knowledge of all TWC supplied customer equipment including, but not limited to: Set-top boxes, cable cards, remotes, modems ? including Digital Phone modems, and wireless routers strongly perferred. ? Must possess excellent customer service skills. ? Must be able to maintain regular attendance and report to work on time. ? Must be able to assist customers via telephone, e-mail or via online chat room. ? Must interact with coworkers in a positive manner, follow directions and work rules and accept constructive feedback. Note: This Job Summary should not be construed, to be all inclusive lists of all responsibilities, skills, efforts, or working conditions associated with a job. While the description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties and to assign other duties as necessary. 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. Drug Test / Background Check / High School Diploma or Equivalent is Required FCC Unit_TWC: 0561 Controlling Establishment ID: 00137 - San Diego Rancho Penasquitos Nearest Major Market: San Diego Job Segments: Creative, Customer Service, Customer Service Representative, Network, Technical Support, Technology, Telecom, Telecommunications, Testing, TV