Lead Internet/Voice

Company: Spectrum
Location: Middletown
Posted on: March 10, 2023

Job Description:

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 6:30AM 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 resolutionJob 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 330079 330079BR

Keywords: Spectrum, Middletown , Lead Internet/Voice, Other , Middletown, Connecticut