CUSTOMER SUPPORT REPRESENTATIVE I Job in Newark, New Jersey US
CUSTOMER SUPPORT REPRESENTATIVE I
Description Duties and Responsibilities: 1. Provide professional, courteous, responsive and accurate service to our customers.2. Responsible for providing customer service support on Cablevision products.3. Effective and efficient handling of customer transactions in real time including, but not limited to: working simultaneously with multiple software applications; immediate/direct keyboarding into customer service information systems; consistently following up on promises and commitments on a timely basis; and appropriately identify and escalate unresolved issues. 4. Provide routine customer service billing support including, but not limited to: explaining billing statements to customers, taking customer payments for service, handling collection issues, pro-rates, issuing credits, handling changes of service, confirming appointments, and as required, perform basic troubleshooting procedures.5. Effectively communicate, using customer friendly and appropriate language, to explain customer bills, payment issues and handle billing disputes consistent with Cablevision standards.6. Consistently and accurately document to databases as required.7. Maintain effective working knowledge of collection processes.8. Identify and handle as appropriate, upgrade and retention opportunities.9. Consistently meet all delivery, technical, productivity, and process goals consistent with your grade level requirements. Qualifications a) High school diploma or equivalent. b) Minimum 1+ years of call center experience in a performance managed environment. Experience preferred in an environment similar to Cablevision s, or 60 college credits .c) Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windows based environment.d) Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills. Must be able to exhibit written and oral communications skills to a standard as set by Cablevision.e) Analytical problem solving skills and basic math skills required.f) Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Cablevision standards. Must be flexible to work nights and weekends.