Administrative/Clerical, Customer Service, Field Operations
Rep I, Damage Claims
JOB SUMMARY Responsible for handling damage claim escalations; becoming the point of contact between technical management and the customer.
MAJOR DUTIES AND RESPONSIBILITIES 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
Education 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: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.