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Offline Customer Support I

The Offline Customer Support Specialist is responsible for tasks that support the financial, marketing customer care and sales goals for Charter Communications. This position focuses on completing tasks to support customer experiences and reviewing some reports to ensure proper integrity is used by employees and vendors.


Complete offline tasks for customer support such as mailing statements, call logs, etc.
Correct errors in billing system as required (iCOMS and CSG)
Manage customer contact when needed
Compile data for reporting and analysis.
Provide feedback, clarification and trends to Leadership.
Participate is special projects, when needed
Perform all other duties as assigned.

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Experience in back office or customer service required.
Attributes such as initiative, objectivity, consistency and accuracy are essential.
Use of business judgment, organization and time management are necessary.
Ability to identify and address business needs from a quality perspective is essential.
Proficiency with tools and billing systems used by customer care
Ability to work in multiple data systems.
Effective allocation of time resources.
Proficient understanding of Charter product offerings and all lines of business.
Ability to handle various tasks simultaneously, organizes, prioritizes, and works efficiently and effectively under deadlines.
Intermediate or better knowledge of Microsoft Office applications, specifically Excel, required.

Communication skills: Communicate effectively in writing as appropriate for the needs of the audience. Bilingual a plus.

Decision and problem solving skills: Make decisions and solve problems while working under pressure.

Education, Certification & Licenses
High school diploma or equivalent is required.