Technical Support Representative(Job Number: 141302)

NEXT CLASS STARTS: MAY 21, 2014

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Cox Communications

Description


SUMMARY
Cox Communications is looking for passionate, customer-focused representatives to play a pivotal role in the experience of customers through providing quality service and technical support. The Technical Support Representative, Customer Care, is part of a supportive, service-oriented team that engages in real-time troubleshooting with customers to resolve technical issues.

The Technical Support Representative plays a critical role in educating residential Cox customers about the installation and use of products. Position also helps grow the company through capturing opportunities to offer additional or upgraded services to customers as available.

RESPONSIBILITIES
Technical Expertise
-Work in call center environment answering inbound customer calls concerning questions about one or more products (e.g., instructions about hooking up Cox¿s equipment or their own)

-Discover the root cause of the problem and the action required to solve it, whenever possible, using company databases, customer information, and collaboration with other departments

-Engage in real-time troubleshooting while customer is on the telephone and schedule a service appointment in the system if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call

-Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions

Promote Quality Customer Experience
-Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments

-Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems

-Keep customer informed about progress through checking status of work orders in customer record system

-Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments

Drive Business Growth
-Grow the company through identifying sales lead generation opportunities, promoting Cox services, and offering service contracts. Add contracts as authorized by customers

Qualifications

QUALIFICATIONS
Minimum
- 6 months work experience providing service directly to customers
- 6 months experience using a computer in a work or non-work setting
- High school graduate or GED or equivalent work experience
- Eligibility to work in the United States

Preferred
- 6+ months experience troubleshooting basic hardware, software, and/or connectivity issues
- 6+ months experience working in a position that requires meeting sales goals
- Strong aptitude for helping customers and a customer experience focus
- 1 to 2 year work experience in a customer service role, not specific to just Call Center
- Must be able to work in a call center or highly structured environment
- Enthusiastic and personable
- Previous telecommunications experience
- Strong computer skills and be able to navigate through multiple screens
- Ability to adapt to constant change
- Demonstrated solid work history.




COMPANY OVERVIEW
Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

For more information about Cox Communications and its subsidiaries, please click here
www.cox.com, www.coxmedia.com, www.coxbusiness.com.

Statement to ALL Third Party Agencies and Similar Organizations:
Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.

Organization: Cox Communications
Primary Location: United States
Other Locations: US-VA-Chesapeake-1341 Crossways Blvd

Employee Status: Regular
Job Level: Individual Contributor
Shift: Day Job - Schedule: Full-time

TO APPLY COPY AND PASTE LINK INTO BROWSER:
http://ww2.cox.com/aboutus/hamptonroads/careers/search-jobs.cox