JOB SUMMARY
The 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 RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Complete 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 Systems
Support both Residential and Small to Medium Business tasks
Support 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 requests
Requires customer contact to complete requests where information is missing, customer requests can’t be verified, or requests that conflict with Charter business rules
Administer all Charter business rules while fulfilling customer requests
Will identify trends and provide insight into process or system enhancements
Perform all other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Attributes such as initiative, objectivity, consistency and accuracy are essential
Use of business judgment, organization and time management are necessary
Ability to identify and address business needs from a quality perspective is essential
Proficiency with tools and billing systems used by customer care and sales
Ability to work in multiple data systems
Effective allocation of time resources
Proficient understanding of Charter product offerings and all lines of business
Ability to handle various tasks simultaneously, organizes, prioritizes, and works efficiently and effectively under deadlines
Intermediate or better knowledge of Microsoft Office applications, specifically Excel, required
Communication 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 pressure
Bilingual a plus
Related Work Experience Number of Years
Customer 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 required
Bachelor’s Degree in Business or related field, or equivalent training, education/experience preferred, but not required
WORKING CONDITIONS
Office environment
Back office environment with extensive computer and phone use required
EOE
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability
