Technical Support Customer Service Representatives

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Technical Support Customer Service Representative
$11.65 - $12.00 DOE
Benefits Starting Day One include:
• FREE CABLE
• FREE High Speed Internet
• Discounted Phone Service
• Medical & Dental Insurance
• Flexible Hours
• 6 weeks paid training
• Tuition Reimbursement after 6 months

FULL-TIME POSITIONS AVAILABLE!!

FULL-TIME must be available to work afternoons, evenings and weekends and train 8:00-5:00 M-F for 6 weeks.

Position is located in northwest Phoenix, approximately Deer Valley Rd & 19th Avenue.

Grade E

JOB PURPOSE

Takes, troubleshoots, and resolves inbound customer calls in regard to Cox Communications products and services through effective customer interactions and technical expertise. Utilizes technical expertise to resolve customer phone and video cable product and service issues, troubleshoots product and service problems, and schedules field technicians when necessary. Educates customers about Cox Communications products and services, including features and fees, such as service call or installation charges or additional products and services available, and answers other general customer questions. Educates and inspires customers to preserve and enhance their relationship with Cox Communications. Works closely with other departments as necessary to resolve customer issues and/or add products and services to customer accounts. Escalates calls as necessary to resolve issue or maintain customer relationships and loyalty.

ESSENTIAL QUALIFICATIONS

-Technical troubleshooting experience or 6 months customer service experience plus technical aptitude/ability

-Ability to probe to understand a problem and explain technically complex information in easy to understand terms

-Ability to frequently speak and hear detailed or important information and/or instruction

-PC and Windows literate; ability to maneuver between multiple screens quickly; multi-task keyboarding experience required

-Proven written and oral communication skills

-Ability to manage stress in dealing with emotionally charged customer situations

-Detail-oriented, self-directed and independent

-Ability to change direction quickly and flexibility to adapt to the changing needs of the business and industry, including training and scheduling needs

-Ability to multi-task & prioritize

-Demonstrated ability to work in a quality-focused team environment

JOB CONTENT / KEY RESULT AREAS

JOB SPECIFIC EXPERTISE

-Resolves customer problems over the telephone by directing the customer through a series of troubleshooting steps.

-Provides customer with information if current field activity (outage, breaks in service) is affecting their reception.

-Interacts with other departments by phone, face to face, and written communication to provide effective customer service in the most expeditious manner.

-Meets individual productivity goals in regard to average handle times, after call work, average speed of answer, quality, controllable truck rolls, work order accuracy and lead generation to assist in attaining departmental goals.

INTEGRITY/PROFESSIONAL DEMEANOR

-Maintains composure and focus in fast-paced, demanding and challenging work environment; handles oneself professionally; responds constructively to issues and concerns; takes responsibility and accountability for actions.

-Elicits confidence from others and the organization through honest communication; acts in accordance with ethical standards; follows policies and procedures; incorporates sensitivity toward confidentiality.

-Maintains a high level of customer service to internal and external customers by meeting quality standards as outlined by Team Leader and Quality, including overall monitor scores, work order accuracy results, and controllable truck roll percentages.

-Possesses and maintains technical skills effective for job performance; applies professional knowledge; demonstrates an understanding of Company services; looks for ways to improve job-relevant knowledge.

COMMUNICATION

-Applies oral and written communication in a clear, concise, and logical manner; utilizes appropriate medium to address concerns and questions; is resourceful in creating memorable interactions with customers that builds loyalty.

-Disseminates information provided by the customer to accurately determine the type of work order entry placed on line in order to effectively resolve the customer video cable or phone issue.

-Ensures one call resolution by assisting the customer through troubleshooting video cable and phone problems, answering questions in regard to other Cox Communications products and services, and answering general billing questions.

CUSTOMER FOCUS

-Ensures one call resolution by assisting the customer with troubleshooting video cable or phone problems, answering questions in regard to other Cox Communications products and services, and answering general billing questions.

-Anticipates and is proactive in meeting and exceeding the needs of all internal and external customers; takes ownership of successes.

-Provides quality technical support to customers through inbound calls, resolving their video cable or phone problems with effective troubleshooting.

-Provides clear education on the operation of Cox Communications video cable and phone products and services, including the correct installation and connection of equipment (cable boxes, televisions, DVD and VCRs) and use of remote controls.

RETENTION

-Educates and inspires customers to preserve and enhance their relationship with Cox Communications; identifies and resolves customer issues, escalating as required; ensures customer retention and avoids disconnects and downgrades by emphasizing benefits, highlighting programming, matching interests to service offerings, and making sure customer understands the full impact of discontinuing service; increases loyalty through effective customer interactions.

-Appropriately escalates repeat trouble calls ensuring customer retention by involving a Team Leader.


Cox Communications is a multi-service broadband communications company serving approximately 6.3 million customers nationwide. Cox is the nations third-largest cable television provider, and offers both traditional analog video programming under the Cox Cable brand as well as advanced digital video programming under the Cox Digital Cable brand. Cox provides an array of other communications and entertainment services, including local and long distance telephone under the Cox Digital Telephone brand; high-speed Internet access under the brands Cox High Speed Internet, Road Runner and Cox Express; and commercial voice and data services via Cox Business Services. Cox is an investor in programming networks including Discovery Channel. More information about Cox Communications can be accessed on the Internet at www.cox.com.

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.
REQUIREMENTS
Apply online now until Sunday August 27 by 8:00PM at www.cox.com/coxcareer ; click on search jobs, next click on external candidates, next click on advanced search (in blue) then search by Job Opening Id# 16954. Complete the online application
for the appropriate job id to confirm your assessment time for Monday at 1:30PM or
Tuesday at 7:30 AM to begin your career with COX on Monday September 18.

Our Address:
1550 W. Deer Valley Rd.
Phoenix, AZ 85027