Under general supervision, responsible to address and resolve customer issues and complaints related to their services and products. 

• Receive inbound calls from customers regarding "trouble" with their products/ services
• Ability to up-sell existing and new customers to new products and services
• Receive telephone calls from customers to discuss billing questions & service concerns
• Converse with customers via email to discuss billing questions & service concerns
• Place telephone calls to customers to resolve non- payment of bills
• Identify and escalate issues that could place a customer at risk of disconnecting  
• Assess customer needs and promote cable, high speed internet and phone services to existing and new customers with tact & courtesy
• Responsible for communicating appropriate charges for customer as determined at the time of call
• Meet or exceed monthly performance metrics:
  • Consultative Customer Service Sales 
  • Customer Experience Call Handling Skills
  • Telephone productivity 
  • Work Order Accuracy 
  • Adherence To Schedule<
  • Attendance
• Perform other duties as  required
  
  
  

• Ability to adhere to Local, Federal regulations and company policies
• Ability to operation office equipment such as fax machine, copier, keyboard, mouse, phone, computer
• Ability to communicate with employees, customers, suppliers, in  person, on the phone, and by written communications in a clear, straight-forward, and professional manner
• Ability to track data
• Ability to use and understand Billing systems
• Ability to use telephone and to wear a headset
• Ability to work independently and follow directions related to your job with little follow-up by supervisor
• Ability to work seated for prolonged periods of time
• Customer Service experience in related field preferred