JOB SUMMARY

The Offline Customer Support Specialist is responsible for various back office tasks that support Customer Operations. Responsibilities include completing tasks that typically require research and customer contact, resolution of complex customer requests and analyzing audit/error reports to ensure that people, process and technology are effectively supporting the customer and the operational business rules. The Offline Customer Support Specialist must provide exceptional customer service with strong attention to details.

MAJOR DUTIES AND RESPONSIBILITIES

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

Complete offline/back office tasks for customer support such as mailing statements, call logs, etc.

Identify, analyze and correct errors on customer accounts in the billing system and ancillary systems as required

Support multiple billing and ancillary systems and resources i.e., ICOMS, CSG, CRM, Gateway, KM systems and Case Management Systems

Support both Residential and Small to Medium Business tasks

Support multiple “work/call types” – Handle billing, order management and technical requests from such as White Mail, Equipment Research, PPV Research, Account Corrections and Lock Box requests

Requires customer contact to complete requests where information is missing, customer requests can’t be verified, or requests that conflict with Charter business rules

Administer all Charter business rules while fulfilling customer requests

Will identify trends and provide insight into process or system enhancements

Perform all other duties as assigned.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

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 and sales

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.

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

Bilingual a plus

Related Work Experience Number of Years

Customer service, retail or transaction-based support environment 1+

Knowledge of cable industry preferred 1+

Knowledge of cable billing systems (CSG/ICOMS) preferred 1+

Education

High School Diploma or equivalent required

Bachelor's Degree in Business or related field, or equivalent training, education/experience preferred, but not required

WORKING CONDITIONS

Office environment

Back office environment with extensive computer and phone use required

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

FCC UNIT: 13554BUSINESS UNIT: Customer OperationsCONTROLLING ESTABLISHMENT ID: Offline SupportCSU140

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.