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Rep I, Damage Claims

Responsible for handling damage claim escalations; becoming the point of contact between technical management and the customer.

Actively and consistently support all efforts to simplify and enhance the customer experience

Provides customer support for service complaints; answer questions regarding services and products; receive telephone calls from internal and external customers through the resolution of the claim.

Enters damage tickets into ticketing system and update systems as required.

Completes required liability forms for submission to risk management.

Performs simple, basic troubleshooting to assess customer needs.

Interacts with KMAs, other departments and customers to ensure timely resolutions to damage claim reports.

Accesses computer data for account information.

Accurately documents customer interactions and claim detail.

Generates reports for management as required.

Performs multiple tasks simultaneous and follow direction with minimal supervision.

Performs other duties as requested by supervisor.


Skills /Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize and organize effectively
Ability to use critical thinking in complex situations
Ability to use personal computer & software applications
Ability to work independently in group environment
Ability to effectively address/resolve customer complaints and issues
Ability to work while seated for prolonged periods of time
Ability to communicate orally and in writing in a clear and straightforward and professional manner
Good/Excellent knowledge of all three lines of business (Cable, HSI, Telephone)
Knowledge of office procedures and Company policies
Knowledge of KMS and CSG
Knowledge of service troubleshooting

High School Diploma or equivalent

Related Work Experience Number of Years
Customer service experience 3
Telephone, Video, High Speed Data experience � 2

Working Conditions
Office, team setting environment
Exposure to moderate noise level

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the
laws and regulations set forth in the following EEO Is the Law poster:

Charter is committed to diversity, and values the ways in which we are different.