What are the responsibilities and job description for the Lead Internet/Voice position at Humanity?
Company Description
Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following communities do not hesitate to register, even if you feel that this particular opportunity is not the right fit for you.
Company Name: Spectrum
Company Name: Spectrum
Job Description
The Charter Communication's Middletown call center currently seeks a Lead Representative for our Internet and Phone Customer Operations/Service department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
Essential Job Functions:
- Must be flexible to work a shift within departments operating hours of 6:30AM to 2:00AM and must be able to work weekends. This is a full-time position.
- Support technical inquiries via phone and emails and any other approved communications method.
- Handle escalations via Ticketing systems, phone, Email, etc., for the following group’s ADSS, C-OTP, Social Media (Twitter) group, NYC eCare (Spectrum escalations), Internet and Phone Support staff.
- Handle supervisor escalations and client call backs
- Handle customer written correspondence
- Handle all VIP accounts with general inquiries
- Assist staff with questions/ concerns related but not limited to HSO and VOIP support
- Provide customer care, Internet and Phone call center support when needed
- Assist in handling all Executive complaints
- Partner with floor Supervisory staff to conduct huddles on new products, changes in support, etc. with agents
- Work as a liaison on reported issues to fix groups on single/ multi user affecting issues until resolution
Job Requirements/Qualifications: - Must have a High school diploma or general education degree
- AA/ and or 2 years related experience in a technical call center environment. Computer networking certification a plus
- Expert knowledge of the CSG billing system.
- Demonstrated knowledge of Issue Trak, Eventrak and Microsoft Office suite.
- Excellent communication and written skills.
- Recognized as a team player & has displayed ability to resolve issues successfully, requiring multiple team inclusion
- Flexibility and the ability to multitask.
- Works well in stressful situations and has demonstrated the ability to relate to difficult customer interaction
- Technical knowledge on WAN, LAN, PC/ Mac configuration, VOIP call routing over NCS and IMS platforms
- Handle supervisor escalations from new hires training classes
- Knowledge of and ability to handle billing disputes
- Handle customer written correspondence in a timely fashion
- Provide Internet and Phone call center support when needed
- Mitigate executive complaints and provide resolution/ next steps
- Support and research equipment (SIK) mail out inquiries
- Provide outage notifications of impacts and work with NOCs, TOCs for resolution
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