Customer Service Specialist Job in Fort Worth, Texas US
Customer Service Specialist
JOB SUMMARY Responsible for overseeing customer escalations from Customer Service and/or complaints received directly into Corporate, Regional or local offices. This position will specifically be responsible for handling customer issues from Government Agencies, Regulatory and the Better Business Bureau as well as issues that are of a more complicated and/or technical nature. Provide support to the CSSC Manager, Supervisor, Lead and staff, including all activities that contribute to the resolution of customer issues ESSENTIAL FUNCTIONS OF THE JOB Receive customer communications (telephone, email, written) from internal and external customers to discuss billing questions, service concerns, programming questions; assess customer needs and work with appropriate department personnel to resolve issue/question Interface with other departments and markets through written and verbal communications to resolve complex issues pertaining to customer dissatisfaction. Handle executive customer issues including higher level, more complicated and/or technical escalations Answer employee questions, incoming calls, talk with unhappy customers, respond to customer email and/or KMS form expressing empathy determine the problem for resolution or possible escalation (for all three lines of business, Cable, HSI, Telephone) Place new installation orders, service orders for disconnects, service changes and trouble calls generated from the customer; schedule appointments accordingly; process special requests for services, process billing adjustments by inputting credits or other adjustments Follow up for closure/final resolution to each customer issue; answer customer questions of a complex nature pertaining to billing disputes and service issues that are escalated to this position Interface with Government Agencies, Regulatory and Better Business Bureau personnel Be delegated as a department representative in regard to confidential material or shared information Track all customer issues, logging issue, owner, resolution; provide regular status reports Generate reports for management as required Assist Manager, Supervisor with training, monitoring and coaching of CSSC employees Perform multiple tasks simultaneous and follow direction with minimal supervision Perform other duties as requested by supervisor PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to communicate orally and in writing in a clear and straightforward manner Ability to communicate with all levels of management and company personnel Ability to perform multi-tasking Ability to prioritize and organize effectively Ability to show sound judgment, take initiative and to accomplish job duties Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Visio, etc.) Ability to coach and mentor team members Knowledge of broadband products and services Knowledge of telephone products and services Knowledge of telephone regulations for customer service, service delivery, collections, trouble management Knowledge of telephone service trouble shooting procedures Knowledge of telephone billing procedures Willing to work flexible schedules, if necessary Willing to travel, if necessary Education (level and type) High School Diploma or GED Related Work Experience Number Of Years Customer Service Experience 4 Telephone, video, High Speed 2 WORKING CONDITIONS Office, team setting environment Exposure to moderate noise level