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Job Details

Customer Service Support Specialist - Offline

Company name
Charter Communications

Riverview, FL, United States

Employment Type

Customer Service

Posted on
Aug 11,2019

Valid Through
Nov 24,2019

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JOB SUMMARYThe Offline Customer Support Specialist is responsible for various back office tasks that support Customer Operations. Responsibilities include completing tasks that typically require research and customer contact, resolution of complex customer requests and analyzing audit/error reports to ensure that people, process and technology are effectively supporting the customer and the operational business rules. The Offline Customer Support Specialist must provide exceptional customer service with strong attention to details.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experienceComplete offline/back office tasks for customer support such as mailing statements, call logs, etc.Identify, analyze and correct errors on customer accounts in the billing system and ancillary systems as required Support multiple billing and ancillary systems and resources i.e., ICOMS, CSG, CRM, Gateway, KM systems and Case Management SystemsSupport both Residential and Small to Medium Business tasksSupport multiple “work/call types” – Handle billing, order management and technical requests from such as White Mail, Equipment Research, PPV Research, Account Corrections and Lock Box requestsRequires customer contact to complete requests where information is missing, customer requests can’t be verified, or requests that conflict with Charter business rulesAdminister all Charter business rules while fulfilling customer requestsWill identify trends and provide insight into process or system enhancementsPerform all other duties as assigned.REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAttributes such as initiative, objectivity, consistency and accuracy are essentialUse of business judgment, organization and time management are necessaryAbility to identify and address business needs from a quality perspective is essential Proficiency with tools and billing systems used by customer care and salesAbility to work in multiple data systemsEffective allocation of time resourcesProficient understanding of Charter product offerings and all lines of businessAbility to handle various tasks simultaneously, organizes, prioritizes, and works efficiently and effectively under deadlinesIntermediate or better knowledge of Microsoft Office applications, specifically Excel, requiredCommunication skills: Communicate effectively in writing as appropriate for the needs of the audience. Decision and problem solving skills: Make decisions and solve problems while working under pressureBilingual a plusRelated Work Experience Number of YearsCustomer service, retail or transaction-based support environment 1 Knowledge of cable industry preferred 1 Knowledge of cable billing systems (CSG/ICOMS) preferred 1 Education High School Diploma or equivalent requiredBachelor's Degree in Business or related field, or equivalent training, education/experience preferred, but not requiredWORKING CONDITIONS Office environmentBack office environment with extensive computer and phone use requiredEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability,employmentType:Full Time,identifier:246870BR,industry:Customer Operations, Customer Service,title:Customer Service Support Specialist - Offline,url:,hiringOrganization:{@type:Organization,name:SPECTRUM,logo:},jobLocation:{@type:Place,address:{@type:PostalAddress,addressLocality:Riverview,addressRegion:Florida,addressCountry:United States,streetAddress:4145 Falkenburg Rd.,postalCode:}}}

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Company Profile
Spectrum Business has faster Internet, advanced voice services and more HD for your business. Spectrum Business Internet is made to keep your workforce connected with the fastest speeds, plus NO Contract, NO Hidden Fees, & NO Taxes! Only $39.99/mo when bundled. Spectrum Business Voice-Unlimited Long Distance plus advanced Business Calling Features. Only $29.99/mo. with NO Fees. NO Taxes. NO Contract.

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