Account Services Cust Care Rep

Description: Handles residence customer calls concerning account services. Works in a call center under close supervision. Responds to customer questions and requests regarding account balances, service additions, billings/payments, or other account services. Is expected to take care of customers? needs, questions, or problems, while at the same time educating them and promoting Cox services. Initiates appropriate action by other Cox departments. Is expected to offer additional or upgraded services to customers and to handles overflow technical support calls, as needed. Reports to a Call Center Supervisor.

Works whenever scheduled; takes incoming calls as soon as possible after completing the previous call. Assesses customers? needs. Accesses customer databases or other electronic files and/or paper reference material to research routine account problems. Explains bills and Cox policies and procedures concerning prices, billing and service. Issues credits or debits accurately when applicable. Describes and sells Cox services to customers and potential customers. Takes overflow technical support calls and troubleshoots service-related problems. Updates customer records and documents call, action taken, and any follow-up required. Assists other CSRs and supervisors, as required.

High school degree or GED equivalent. Skill in using a Windows-based PC and sending/receiving e-mail. Keyboarding skills. Call center, customer service, and sales experience preferred. Post-high school education a plus. Spanish proficiency desirable in some locations.

Ability to perform repetitive motions of the wrist, hands and fingers to use a PC keyboard. Near vision acuity required for extensive use of PC, calculator, and reference materials. Willingness to work flexible shifts. Ability to communicate by telephone. Ability to use a PC, calculator, fax, and other standard office machines. Ability to sit for extended periods of time. Ability to work in a climate controlled, air processed environment.

None

Qualifications:
See Job Description.

Salary/Benefits: Salary commensurate with experience


Job Location: Herndon, VA

Job Number: 015743

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