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Bilingual Lead Video Repair

Company: SPECTRUM
Location: Texas City
Posted on: January 13, 2021

Job Description:

A Lead is to provide Real Time coaching to agents needing assistance that result in a successful customer interaction. The immediate and Real Time coaching should optimize agent handle time, reduce transfers and minimize supervisor call backs. The longer term benefits will be a more knowledgeable, confident and self-sufficient work force. Responsibilities include but are not limited to assisting with account activation, troubleshooting and maintenance, billing disputes, problem solving, account modification or repackaging and required de-activation of customer service when needed. Essential Job Functions:

  • Act as a resource for agents that need help with system navigation, guidance on best way to resolve issues, training, and direction for less experienced staff
  • Demonstrate specialized knowledge and troubleshooting skills necessary to handle difficult technical support activities which are non-routine and require deviation from standard screens, scripts and procedures
  • Resolve complex customer issues using the Spectrum systems and tools necessary including: RIO, NYROC, OMS, OMSE, CSG, AAD, etc.
  • Interact with customers (internal & external) via telephone, email, chat rooms, mail or fax
  • Handle escalations/complex calls
  • Act as liaison between customer care and other departments to resolve customer issues
  • Anticipate and prevents, to the extent possible, problems and roadblocks before they occur and suggest/promote alternative products or services to deliver the best value to the customer
  • Adapt standard responses and performs extensive research according to complexity of the problem and determine methods and procedures on new assignments
  • Support all of the following products and services: high speed data, data solutions, video and digital phone Job Requirements:
    • Must have met or exceed performance requirements at least 4 times in previous 6 months
    • Applies exceptional judgment in analyzing and resolving problems
    • Requires in depth technical knowledge of the company's products and services
    • Able to identify outages and service issues affecting a service area
    • Able to actively listen and de-escalate a customer situation
    • Must have excellent verbal and written communication skills
    • Must be efficient with time management, organizational skills and handling multiple tasks
    • Must be proficient using the following systems and tools: CSG, RIO, Kitty, KEY, NYROC, Unified, Chat, OMSE, IssueTrak, RTA
    • Must be able to walk and stand for extensive periods of time.
    • Must carry laptop. Preferred Qualifications:
      • Bilingual (English/Spanish)
      • Must have at least 12 months Spectrum Call Center experience
      • 3+ years of Call Center and/or Cable experience
      • Strong understanding and experience using Excel and Word Must be eligible and meet preferred & job qualifications to apply For more information on Spectrum's benefits, please click here .

Keywords: SPECTRUM, Texas City , Bilingual Lead Video Repair, Other , Texas City, Texas

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