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Time Warner Cable Enterprises LLC.

Customer Service Specialist - Call Center

Time Warner Cable Enterprises LLC. - Billings, MT

Business TitleResidential Retention RepPosting LocationUnited States - Montana - Billings Posting Job DescriptionJOB SUMMARYMaximize opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e. video, data and phone.  Execute retention strategy that strikes balance between saving customers and retaining revenue. MAJOR DUTIES AND RESPONSIBILITIESEstablish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques. Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.. Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function. Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain.Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.  Perform other duties as requested by supervisor.REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional mannerAbility to apply appropriate retention and sales techniques and demonstrate sustained achievement of stated retention goalsStrong working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)Strong computer and consumer electronics skillsAbility to use personal computer and appropriate software applications to include billing system and other role-related toolsExcellent verbal and written communication skills  Ability to read, write, and speak the English language fluently in order to communicate with customers and colleagues in a clear, straight forward and professional mannerAbility to effectively handle irate customers while attempting to resolve stated issuesAbility to prioritize and organize effectively EducationHigh school diploma or equivalent Related Work ExperienceMinimum 2 years of call center experience in the areas of customer service and/or phone sales, or equivalent experience WORKING CONDITIONS Office environmentVariable hours; may include weekends, holidays, and split days offRequisition #207545BRJob CodeTWCCRT110 Residential Retention Rep Nonexempt Position TypeFull TimeArea of InterestCustomer Service Business UnitCustomer Operations Location1860 Monad Rd FCC Unit13547 - Northwest Controlling Establishment ID01419 - Billings Monad Rd Work StateMontana Work CityMontana - BillingsPosting Job TitleCustomer Service Specialist - Call Center

9 days 20 hours ago

Time Warner Cable Enterprises LLC.


Customer Service Specialist - Call Center Time Warner Cable Enterprises LLC. - Billings, MT, United States


Location: Billings, MT

Company Profile:
In the late 1940s, entrepreneurs using simple antennas and Army-surplus coaxial cable created the country’s first cable television systems and revolutionized the way Americans watched TV. More than 70 years later, Time Warner Cable (TWC), the second largest cable provider, owns and manages advanced, well-clustered cable systems throughout the United States. Time Warner Cable offers cutting edge digital technology, a rich range of home entertainment and information choices for the whole family to enjoy, and superior service that demonstrates customer satisfaction is our number one priority.