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Customer Care Representative

Summary:



Formerly known as Broadstripe, WOW! Internet TV and Phone is the 6th largest cable provider.? Our Customer Care Representative position works with the customers with billing, technical issues and general questions. If you enjoy assisting customers and brigtening up their day, this is the position for you!


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Duties and Responsibilities:


Essential duties and responsibilities include but are not limited to those listed below:



  • Provides cable troubleshooting expertise by supporting analog and digital video equipment to include VOD, interactive guide, remote controls, and parental controls

  • Troubleshoots poor video quality and unavailable channels the customer expects to receive

  • Processes billing payments

  • Provides information and answers questions on billing cycles, payment due dates and the impact of non-pay status

  • Accurately educates the customer on general charges to their account based on package and prorations when changes are made to the package

  • Proactively analyzes the customer's account, and educates the customer on other services that might be of interest

  • identify the need for customer needs for lines of business upgrade and downgrade

  • work with customers to retain business

  • Other duties as assigned


Qualifications:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


-Education:



  • High school graduate or equivalent


-Experience:



  • At least one year of customer service experience required, with prior call center experience in the cable industry a plus

  • Must possess the ability to learn basic cable troubleshooting

  • Candidates must possess the ability to read and interpret documents, such as safety rules, product information and training materials

  • Must possess excellent communication skills and be able to communicate and present effectively on the telephone

  • Must possess excellent customer service skills, and ability to communicate technical information to a non-technical audience

  • Ability to add, subtract, multiply, and divide figures and amounts using whole numbers, common fractions and decimals

  • Ability to define problems, collect data, establish facts, and solve practical problems


-Computer Skills:



  • Ability to use Word processing, Internet software and e-mail

  • Must be capable of becoming proficient in the use of ICOM's and internal knowledge tool (training provided)


-Physical Demands/Working Conditions:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to use close vision and be able to focus

  • Must be able to perform computer functions and operate routine office equipment

  • Must be able to perform moderate walking throughout the call center

  • Must be able to sit for extended periods of time


WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer


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