Customer Advocate Rep I

Company Name:
Cox Communications, Inc.
## Description
Role Summary
Solves complex billing, sales order and technical problems and builds customer loyalty to Cox. Provides Tier II troubleshooting assistance and education to customers about installation, use and billing of all Cox residential products and equipment in order to deliver excellent customer service, and minimize transfers, truck rolls, IT tickets and repeat calls. Applies advanced skills to resolve the most complex problems. Presents additional or upgraded service opportunities to customers and completes the service order or provides warm transfer to sales to complete the service order.
Primary Responsibilities and Essential Functions
Answers escalated inbound residential customer calls, emails, instant messages, etc. concerning complex troubleshooting or questions about Cox billing, products and equipment.
Requests account information, accesses customer records or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information.
Asks questions and listens to customers to understand their needs, requests, or problems.
Educates customers on complex issues concerning customer owned equipment, use of browser, use of email, changing passwords and other member services features, as well as billing and Cox policies and procedures.
Issues credits to customers as needed to compensate for loss of services.
Resolves complex service related issues related to Cox products, equipment and billing by directing customers through a series of troubleshooting steps.
Assists customers with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.
Accesses a variety of Company databases and gives instructions to customers to gather information necessary to determine the root cause of the problem.
Handles issues escalated by colleagues inside and outside of the department.
Assists frontline agents with questions related to entering work orders for service and technical completeness.
Places and initiates test calls on and off the Cox network
Monitors Network Elements, performs remote diagnostics, and escalates problems as required to quickly resolve customer problems.
Engages business partners from Cox and other companies to help complete ports and resolve customer issues.
Schedules truck rolls in the system if the problems cannot be resolved over the telephone. Negotiates appointment time with the customer and tells customer if there is a charge for the service call.
Handles overflow of calls from Tier 1 Customer Care during high peak hours or other special circumstances.
Initiates and documents call details and account information by keying updated information about accounts into the computer system and completing any forms required to request action by other departments or gather additional information.
Notes follow-up required on desk calendar or PC. Enters disposition codes to document the nature of each call handled.
Tests and supports new products; monitors and conducts other applicable activities related to new product launches.
Identifies trouble patterns from ticket volumes and network patterns and coordinates with the SOC for resolution.
Identifies sales opportunities through active listening, effective questioning, promoting Cox features and services with an emphasis on value. Present s cross-sell opportunities on all calls where service issues have been resolved, customer is not past due and customer demeanor is open to further discussion.
Communicates with internal and external customers to confirm problem resolution and closes out trouble tickets
Provides feedback to boundary partners to provide information about technical solutions how problems have been resolved.
Collaborates with a variety of boundary partners to solve complex problems.
Participates in team or departmental meetings and individual meetings with Supervisor concerning own job performance.
Attends job-related training, refresher training; product, service, and customer experience updates; and cross training.
Reads new or updated reference material or announcements pertaining to construction schedules, outages, promotions, programming changes, specials, policies, and other Company business. These may be provided by memo or electronic bulletin board, e.g., e-mail or the Knowledge Center. Adapts customer communication to reflect any changes.
## Qualifications
Skills and Qualifications
Minimum:
6 months experience using a computer in work or non-work setting
6 months proficient work experience in Billing, Account Services or Technical Support
16 years of age or older
High school graduate or GED or equivalent work experience
Eligibility to work in the United States
Preferred:
6+ months experience working in a position that requires meeting sales goals
1+ year proficient work experience in Technical Support
Strong aptitude for helping customers and a customer experience focus
1 to 2 year work experience in a customer service role, not specific to just Call Center
Must be able to work in a call center or highly structured environment
Enthusiastic and personable
Previous telecommunications experience
Strong computer skills and be able to navigate through multiple screens
Ability to adapt to constant change
Demonstrated solid work history.
Organization: Cox Communications
Primary Location: US-VA-Chesapeake-1341 Crossways Blvd
Employee Status: Regular
Job Level: Entry Level
Shift: Variable
Schedule: Full-time
Unposting Date: Jun 5, 2014, 11:59:00 PM
Req ID: 143557

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