Technical Services Representative-Cox Communications

Company Name:
Cox
At Cox, we connect people to the things they love. Now wed like to connect with you. Cox Communications is looking for sharp talent to join our team and be the voice of our brand.
As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of the Cox brand. The Technical Support Representative is part of a supportive, service-oriented team that:
Promotes quality customer experience, honest and committed customer care.
Engages in real-time troubleshooting with customers to resolve technical issues.
Educates residential Cox customers about the installation and use of products.
Captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience.
Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company.
Unleash your potential with Cox Communications as a Technical Support Representative, where you will be enhancing the lives of our customers and your career.
The Cox Communications Difference
Cox Communications is more than just a place to work. We strive to create an environment that nurtures personal development and the opportunity to build on your talents.
Our employees are our most important resource. To demonstrate the value we place in our employees, Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.
We are committed to having a diverse workforce that reflects the communities we serve. We embrace and foster an environment that builds on the unique talents that come from a variety of people and perspectives.
Keep reading to learn more about the role and to apply to join the Cox Communications team today!
Primary Responsibilities and Essential Functions
Work in call center environment answering inbound customer calls concerning inquiries about one or more Cox products.
Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved.
Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions.
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.
Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems.
Keep customer informed about progress by checking the status of work orders in customer record system.
Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.
Other duties as assigned.
Qualifications
Minimum
High school graduate or GED or equivalent work experience.
6 months work experience providing service directly to customers.
6 months experience using a computer in a work or non-work setting.
Eligibility to work in the United States.
Preferred
6 or more months experience troubleshooting basic hardware, software, and/or connectivity issues.
6 or more months experience working in a position that requires meeting sales goals.
Keen aptitude for helping customers and a customer experience focus.
1 to 2 years of work experience in a customer service role, not specific to just Call Center.
Enthusiastic and personable, with the ability to adapt and thrive in constant change.
Previous telecommunications experience.
Strong computer skills and be able to navigate through multiple screens.
Your Career At Cox
From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.
Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.
Click here to Apply:
https://cox.taleo.net/careersection/cox_externalcareers/jobdetail.ftl?job=142438?=en&sns_id=addthis-service-code
Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: www.cox.com.
Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.