Lead, Call Center Job Job in Morrisville, North Carolina US

Lead, Call Center Job

Employee Type: Full-Time Industry: Other Great Industries Job Type: Customer Service Location: Morrisville, NC ( Map it! ) Loading map ... Company Overview 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. Lead, Call Center Job Job Description Posting Job Title: Lead, Call Center Requisition #: 134527BR Posting Location: United States - North Carolina - Morrisville Area of Interest: Customer Service Position Type: Full Time Posting Job Description: Time Warner Cable's East Region Customer Care department currently seeks a Call Center Lead for their Raleigh, NC Customer Care Call Center. Please find below a brief description of the essential duties and responsibilities required to function successfully in this position. PURPOSE: The purpose of this position is to provide customer service support for inbound telephone customer service representatives. Shift: To be determined (Must be flexible to work 7 days a week, with hours between 7am - 12am.) ESSENTIAL DUTIES AND RESPONSIBILITIES: - Must be able to communicate effectively both verbally and written, face to face and over the telephone with customers and co- workers - Must work well as a team and be a strong role model - Must be able to work in a fast- paced environment and be flexible and adaptable to change - Must be able to operate a personal computer and computer printer - Must be able to use the CMS terminal to access real-time and historical phone data and convey necessary information to supervisor and/or UCSR's - Must possess skills necessary for decision- making and retention - Must be able to use a computer terminal to access customer information and convey necessary information to customers - Must be able to pull numbers from back of converter box and authorize box through the computer - Must have skills necessary to process customer correspondence by opening mail, determining problem at hand and resolving problem by contacting customer by phone or response letter - Must also key resolved status indicated in the mail, into the computer JOB-RELATED QUALIFICATION STANDARDS: - Perform all functions of customer service (including the ability to handle video, high speed data and digital phone). - Assist customer service supervisors with training and guidance of less experienced customer service representatives. - Handle difficult inquiries and complaints referred by CSR's or other departments by finding solutions. - Assist supervisors in coordinating work flow evenly in the call center. - Performs designated functions of CSR Supervisors (distributing work, weekly highlights, and handle escalations) in their absence when needed. EDUCATION: - High school education required - Minimum of 2 years of experience in a large call center Supervisory/Managerial Responsibilities: - This position has limited supervisory responsibilities under the direction of the customer service supervisors or customer service manager. - The incumbent has extensive contact with general public as well as all departments Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, discounted cable services (in specified areas). We are an Equal Opportunity Employer: M/F/D/V FCC Unit_TWC: 0593 Controlling Establishment ID: 00436 - Henderson Job Requirements