Customer Care Associate

WOW! Internet Phone Cable
Millersville, MD
Jun 13, 2017
Jun 21, 2017
Accountant, IT
Full Time
Do You love people and can't get enough of being the hero in someone's day? If so, then you're exactly what we're looking for. We're currently looking for someone to offer our wonderful customers the support they need. Often when people have issues with cable providers it can take forever to get a resolution and it's a burden dealing with the hassle of the support. Not at WOW! though. Here, we want to offer our customers an experience that they can remember as effective, friendly, helpful and over the top satisfaction. In order to make that happen, we're looking for qualified individuals who can: * Provide cable troubleshooting expertise by supporting analog and digital video equipment to include VOD, interactive guide, remote controls, and parental controls * Troubleshoot poor video quality and unavailable channels the customer expects to receive * Process billing payments * Provide information and answers questions on billing cycles, payment due dates and the impact of non-pay status * Accurately educate the customer on general charges to their account based on package and proration's when changes are made to the package * Proactively analyze the customer's account, and educate the customer on other services that might be of interest * Work with customers to retain business We would love to see that our new Customer Care Associate has in the past: * Had at least one year of customer service experience required, with prior call center experience in the cable industry a plus * Possess the ability to learn basic cable troubleshooting * Read and interpreted documents, such as safety rules, product information and training materials * Demonstrated excellent communication skills and be able to communicate and present effectively on the telephone * Offered excellent customer service skills, and showed the ability to communicate technical information to a non-technical audience * Performed basic math * Defined problems, collected data, established facts, and solved practical problems * Worked on computers using emails, the web, and other day internet activities. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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