Brdbnd Technical Advisor DOS

JOB SUMMARYUnder general supervision, responsible for providing assistance to customers that have contacted us on the "Day of" and Day after their Installation or Service appointment. Through advanced training in our billing system, troubleshooting, conflict resolution and Charter policies and procedures, agents will be skilled to assist customers with any concerns they may have on the "Day of" their appointment to foster a one owner, first call resolution environment.ESSENTIAL FUNCTIONS OF THE POSITION Assist in providing the highest levels of customer service as it pertains to any consumer mattersReceive inbound calls from customers calling on the day of a given appointmentDemonstrate an advanced ability to troubleshoot our advanced products and services including but not limited to; HDTV, VOD, DVR, Home Networking etc.Display a proven proficiency in desktop tools to effectively resolve customer problems (ACSR, KMS, DRUM etc.) to avoid unnecessary truck rolls and further escalation of the situation at handContact other departments on behalf of customers to resolve customer issuesIdentify and leverage opportunities to cross sell and up sell additional Charter products and services during customer interactionsEffectively communicate appropriate charges, company policies, and/or procedures as determined at the time of the callPerform other duties as requested by supervisorPREFERRED QUALIFICATIONS Skills/Abilities and KnowledgeAbility to adhere to Local, Federal regulations and company policiesAbility to communicate orally and in writing in a clear, professional and straightforward mannerAbility to diffuse escalated customer situations through high level problem solvingAbility to communicate with all levels of management and company personnel Ability to use and understand Billing systems, Knowledge Management Systems (KMS) and any other company software necessary for us to provide World Class Customer ServiceAbility to use, handle and manipulate objects such as paper, pencils, keyboards and mouseAbility to work seated for a prolonged period of timeAbility to wear a telephone headsetAbility to lift up to 25 lbsAbility to work independently and follow directions related to your job with little follow-up by your supervisorEducation (level and type)High School Diploma or recognized equivalent Related Work Experience Number of YearsCustomer Service experience in related field 2+Call center (in-bound) experience1+ (2 to 3 years preferred)WORKING CONDITIONSCall Center environment with exposure to moderate noise levelsEqual Opportunity Employer