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Regional Support Center Representative

Company: Spectrum
Location: Rochester
Posted on: October 23, 2019

Job Description:

Must be able to work one of the following schedules -
Thurs, Fri, Sat, Mon 10:00 am -9:00 pm
or Fri , Sat, Sun, Mon 8:00 am - 7:00 pm

JOB SUMMARYManage transactions related to the support of field service technician work while on the customerpremise. Assist with dynamic job assignment, technician tracking, and job rescheduling. Also assistssupervisor with relaying and recording information to field personnel via telephone, messaging or otherform of communications. Track and monitor type and frequency of issues that may require furtherindividual or department training. This is an entry level position for this job family.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experience.Drive field productivity through efficient call handling and support.Provide Work Order support in adjusting, closing, and Equipment Add or Remove.Close work orders using proper solution and clear codes. Ensure billing is complete and accurate byverifying the services installed are reflective of the services on the account, along with the appropriateone time charges being added to the account.Assist with monitoring real-time performance and proactive management of on arrival jeopardy alerts.Record all inbound calls into computer to provide accurate customer service history in each customeraccount and record of service calls.Assist with entering Lunch breaks and any other allowed breaks must be communicated by techniciansto the RSC and exceptions must be escalated to the appropriate Supervisor.Perform other duties as requested by supervisor.REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write and speak the English language to communicate with all levels of management,employees, customers, and suppliers, in person, on the phone, and by written communications in aclear, straight-forward, and professional mannerAbility to adhere to local and federal regulations and company policiesAbility to maintain confidentialityAbility to prioritize and organize effectively with a keen sense to detailAbility to analyze and interpret dataAbility to work in a fast-paced, high pressure environment to make decisions and solve problemsAbility to multi-task using multiple software programs simultaneouslyAbility to handle multiple projects and tasksAbility to show judgment and initiative and to accomplish job dutiesBasic proficiency in Microsoft Office software applications (MS Word, Excel, etc.)Ability to utilize dispatching equipment such as telephone, pagers, mobile radioAbility to read general system layouts from blue printsAbility to wear telephone head setAbility to work independentlyAbility to work seated for prolonged periods of timeKnowledge of basic mathematicsAbility to use scheduling and workforce management software (e.g. Aspect Workforce Management'stracking module and Real Time Adherence Software)Knowledge of cable television products and servicesFlexibility with work schedule required (weekend, early morning, or night shift)Ability to work with others to resolve problems, handle requests or situationsOccasional light lifting of approximately 25 poundsRequires adherence to Spectrum Code of Business Conduct; position must assist in maintaining theconfidentiality of customer and business data at all timesEducationHigh School Diploma or equivalent related work experienceRelated Work Experience Number of YearsDispatch or Customer Service or equivalent work experience 1+Workforce Management experience preferredWORKING CONDITIONSOffice environment with 24-hour service capabilitiesExposure to moderate noise level

Keywords: Spectrum, Rochester , Regional Support Center Representative, Other , Rochester, New York

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