Call Center Customer Service Representative (Technical Support)
Role Summary The Technical Support Representative (TSR I) provides Tier 1 troubleshooting assistance and education by telephone about installation and use of Cox products to residence customers in order to minimize truck rolls and repeat calls. Offers additional or upgraded services and provides warm transfers to Sales.
The position works in call center environment under close supervision. Regularly interact with customers who are frustrated and dissatisfied. Strict adherence to a work schedule is required. Limited physical mobility; sits at desk and takes incoming calls for 7.5 hours per day. Calls are routed via an automated call dialer (ACD) and Reps have limited control over the pace of work. Work is highly structured, measured and monitored. Schedule changes and non-traditional hours require personal flexibility.
Primary Responsibilities and Essential Functions - Answers inbound customer calls concerning troubleshooting or questions about one or more products, e.g., instructions about hooking up Cox's equipment or their own. (All TSRs are or will soon be 3-product trained, and TSRs in a single center will support wireless service as it becomes available.) - Requests account information, accesses customer records or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information. - Asks questions and listens to customers to understand their needs, requests, or problems. - Accesses Company databases and gives instructions to customers to gather information necessary to determine the root cause of the problem. - Checks status of work orders in customer record system. - Interacts with other departments (e.g., test desk, field service) while customer is on hold, as necessary. - Keeps customer informed about what is happening; educates as needed. - Determines the cause of the problem and the action required to solve it, whenever possible, based on all available information. - Schedules a truck roll in the system if the problem cannot be resolved over the telephone. Negotiates appointment time with the customer and tells customer if there is a charge for the service call. - Takes payments by phone in some locations. - Answers basic questions about programming over the phone; transfers customers to Sales for complex questions. - Identifies sales lead generation opportunities, promotes Cox services, and offers service contracts. With customer concurrence to accept a service contract, closes new contracts. - Provides warm referrals to Sales for sales leads for new services (RGUs). - Notes the call in customer record. Enters the type of call in the iNav database. - Initiates and documents Cox responses to customer contacts by keying new or changed information about accounts into the computer system and completing any forms required to request action by other departments or gather additional information. Notes follow-up required on desk calendar or PC. Enters disposition codes to document the nature of each call handled. - May place follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments. - Participates in team meetings and individual meetings with Supervisor concerning own job performance. - Attends job-related training that may include up to 8 weeks of modular of initial training; refresher training; product, service, and customer experience updates; and cross training. - Reads new or updated reference material or announcements pertaining to construction schedules, outages, promotions, programming changes, specials, policies, and other Company business. Adapts customer communication to reflect any changes. - Helps other TSRs by answering their questions. - Attends work when scheduled even during irregular/unexpected days or hours; takes incoming calls as soon as possible following a previous call.
-HS diploma, GED or relevant work experience -1 or more year of experience preferred in related field -Prior work experience providing service directly to customers -Prior experience using a computer in a work or non-work setting -Excellent skills in applied learning, sales orientation, mulit-tasking, developing customer rapport, discovering customer needs, problem solving and responding to customer needs, ability to learn and apply procedures, teamwork, communication, and strong work ethic, to work effectively with teams throughout organization
About Cox Communications
Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Organization: Cox Communications, Inc.
Primary Location: US-NE-Omaha-11505 W Dodge Rd
Employee Status: Regular
Job Level: Individual Contributor
Shift: Evening Job