Time Warner Cable/ Front Counter Rep/ Syracuse, NY
FCC Unit_TWC: HQ450
Controlling Establishment ID: 00247 - Syracuse Court
POSITION TITLE: Front Counter Representative
Job Requisition Number: 133967BR
Application WebSite: http://jobs.timewarnercable.com/job/Syracuse-Front-Counter-Representative-Job-NY-
Details: Posting Job Title: Front Counter Representative
Requisition #: 133967BR
Posting Location: United States - New York - Syracuse
Area of Interest: Customer Service
Position Type: Full Time
Posting Job Description:
To promote sales and provide courteous, efficient, and quality service to customers at the front counter. May be required to work
at other TWC front counter offices and handle incoming customer calls. Works under general supervision in a fast-paced
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Handles cash payments at the front counter and applies payments using computerized billing system.
Processes credit card payments.
Provides excellent customer service by utilizing a working knowledge of all services offered.
Supports operational and/or administrative functions as needed including handling incoming customer calls.
Required to prepare deposits by counting and balancing cash and preparing deposit.
May be required to go to the bank for change and/or make deposits as needed.
Schedules product installations and service appointments. Uses computerized billing system to obtain service availability dates and to schedule appointments.
Processes work orders and other job-related paperwork.
Informs and aggressively markets all cable services to customers in order to retain services or maximize sales of company products/services.
Troubleshoots service and equipment problems face to face and/or over the telephone with customers and resolves issues or escalates to next level. Interacts with peers, supervisors, and managers across departments to resolve customer issues.Reviews billing statements with customers and computes costs associated with the statement in order to resolve discrepancies and to answer questions. Adjusts customer billing statements on the computerized billing system when a service-related problem has occurred. Uses empowerment skills to analyze a situation to resolve issues. This may involve issuing additional credit to ensure
customer satisfaction.Follows scripts as established by department guidelines.
Effectively uses tools provided (internet, screen pop-ups, etc.) to address customer issues and to update knowledge and skills.
Maintains confidentiality of customer information, including both personal and financial information, as required by company policy.
Must have one year face-to-face and/or phone customer contact.
Must be able to accurately handle cash payments and balance cash drawer.
Ability to maintain and enhance working knowledge of continually changing trends in consumer electronics, which includes but is not limited to high definition TV, fiber optics, audio/video, telephony, and high speed date technology.
Must understand technology as related to all products offered by Time Warner Cable, Central NY Division.
Must possess excellent verbal communication skills including the ability to communicate effectively, tactfully and courteously withall clients and employees.
Must possess minimum one year of Windows-based computer experience.
Must possess basic mathematical skills and the ability to learn computerized billing system.
Must be able to continuously learn and retain knowledge of new services and promotions being offered by the company.
Must possess ability to learn and execute marketing/selling techniques.
Must be able to work flexible hours and be available for overtime as required by business operations.
Must meet customer service compliance standards.
Has an understanding of departmental policies and procedures.
Must be able to perform multiple tasks simultaneously while on the phone or dealing in person with a customer.
Strong attention to detail required.
Proficiency in Spanish a plus.
High School Diploma or equivalent required.
Basic math and computer/keyboarding skills required.
Understanding of browsers, email and the internet.
One year face-to-face and/or customer contact experience required.
One year cash handling experience in a retail or customer facing environment required.
Experience browsing the internet and sending/receiving email through an Internet Service Provider such as Road Runner, AOL, or
Six months to one year previous sales and service experience preferred.Business
Job No. 1882