Lead Internet/Voice

The Charter Communication's Middletown call center currently seeks a Lead Representative for our Internet and Phone Customer Operations/Service department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Essential Job Functions:

• Must be flexible to work a shift within departments operating hours of 7AM to 2:00AM and must be able to work weekends. This is a full-time position.

• Support technical inquiries via phone and emails and any other approved communications method.

• Handle escalations via Ticketing systems, phone, Email, etc., for the following group’s ADSS, C-OTP, Social Media (Twitter) group, NYC eCare (Spectrum escalations), Internet and Phone Support staff.

• Handle supervisor escalations and client call backs

• Handle customer written correspondence

• Handle all VIP accounts with general inquiries

• Assist staff with questions/ concerns related but not limited to HSO and VOIP support

• Provide customer care, Internet and Phone call center support when needed

• Assist in handling all Executive complaints

• Partner with floor Supervisory staff to conduct huddles on new products, changes in support, etc. with agents

• Work as a liaison on reported issues to fix groups on single/ multi user affecting issues until resolution

  Job Requirements/Qualifications:

• Must have a High school diploma or general education degree

• AA/ and or 2 years related experience in a technical call center environment. Computer networking certification a plus

• Expert knowledge of the CSG billing system.

• Demonstrated knowledge of Issue Trak, Eventrak and Microsoft Office suite.

• Excellent communication and written skills.

• Recognized as a team player & has displayed ability to resolve issues successfully, requiring multiple team inclusion

• Flexibility and the ability to multitask.

• Works well in stressful situations and has demonstrated the ability to relate to difficult customer interaction

• Technical knowledge on WAN, LAN, PC/ Mac configuration, VOIP call routing over NCS and IMS platforms

• Handle supervisor escalations from new hires training classes

• Knowledge of and ability to handle billing disputes

• Handle customer written correspondence in a timely fashion

• Provide Internet and Phone call center support when needed

• Mitigate executive complaints and provide resolution/ next steps

• Support and research equipment (SIK) mail out inquiries

• Provide outage notifications of impacts and work with NOCs, TOCs for resolution

CRP107 334274 334274BR