Customer Service Representative at Charter… · Saint…

JOB SUMMARY

 

 

The Mobile Customer Service Tier 3 serves as internal and external interface for handling and resolving difficult and complex mobile related fulfilment, shipping, billing, and troubleshooting – both device and service – scenarios. The successful Spectrum Mobile Tier 3 Representative will have an in-depth knowledge of the Company’s Mobile offerings, technical requirements, device features and functionality, network capability, and billing information. The Spectrum Mobile Tier 3 Representative will provide high level technical support in a manner consistent with Charter’s policies, procedures and quality standards. Tier 3 Agents work independently with minimal supervision.

MAJOR DUTIES AND RESPONSIBILITIES

 

 

Provide enhanced technical support for customers on the more complex device, billing or service issues.

Serve as the primary liaison between customer service and various back side departments as well as Spectrum Mobile supplier, service and network vendors - this includes taking inbound calls from Spectrum Stores to ensure our customers leave with a working device

Possess knowledge of all front line agent training content, processes and practices covering billing, device features and functionality, and service troubleshooting

Monitor and track all Tier 3 ticket submissions, resolutions and response time

Interact with Tier 1 specialists and resolve escalated problems. Work with lead and management team on more critical issues when necessary.

Communicate systemic device, feature or service problems, as appropriate, to management

Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures

Accurately document customer account records based on actions taken

Demonstrates accountability by following through on all necessary ticket/event touch points with appropriate sense of urgency

Manage internal and external contacts professionally and efficiently.

Fulfill work schedules as required.

Ability to perform other duties and/or projects as assigned

REQUIRED QUALIFICATIONS

 

Skills/Abilities and Knowledge

 

Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and services

Knowledge of Spectrum Mobile offers and billing system

Excellent verbal and written communication skills, and ability to interact with front line agents, call center leadership, internal technical (Tier4) departments, and external vendors

Complex problem solving skills

Strong follow-up skills, accuracy and attention to detail

Excellent customer service skills, including positive phone demeanor

Works various schedules including holidays