Serviceability Specialist I

The Serviceability Specialist will provide support to the Care Organization, the Field Operations Organization, and customers, and will act as a liaison to present accurate and informative determinations regarding the service availability of residential and commercial locations. The Serviceability Specialist I will work in a high call volume, fast paced environment with the necessity to multi-task. This position will also require accurate data entry into the billing systems and other supporting systems/databases.
ESSENTIAL RESPONSIBILITIES OF THE POSITION

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Use investigative research and effective listening skills to obtain all necessary information needed to process serviceability requests within Charter's footprint.
• Explain findings and information related to the serviceability inquiry in an informative, clear, concise and easy to understand manner that can be easily conveyed to a customer.
• Foster a cooperative learning environment that further empowers our representatives with an increased knowledge base conducive to more timely resolutions and positive customer experiences.
• Use multiple tools and resources to accurately build and proactively maintain addresses in the billing databases and follow company protocol and business rules, and actively support a one call resolution.
• Use effective communication to build rapport and collaborate with appropriate management levels in various departments throughout the Charter organization on behalf of the customer to obtain resolutions for serviceability.
• Consistently meet/exceed departmental goals and business objectives to maintain accountability and develop opportunities.
• Effectively multi-task and perform various reporting responsibilities while managing the inbound phone queue, email requests, and outbound follow-up calls.
• Maintain and protect high security information to protect Charter as well as our potential customers.
• Use personal skills, relationships, and company tools to complete projects and accomplish goals, regardless of obstacles.
• No Supervisory responsibilities with this position.
• Perform other duties as requested or assigned by leadership.
• Must be available to work outside of normal work hours as needed

• Ability to read, write, speak and understand English.
• Ability to communicate orally and in writing in a clear and straightforward manner.
• Ability to communicate with all levels of management and company personnel.
• Ability to multi-task Ability to prioritize and organize effectively.
• Ability to show sound judgment, take initiative and to accomplish job duties.
• Ability to use personal computer and software applications (word processing, spreadsheet, etc.).
• Ability to work independently.
• Ability to be detail-oriented and with a high degree of accuracy.
• Ability to work while seated for prolonged periods of time.
• Ability to stay organized and remain calm under pressure.
• Knowledge of cable billing, cable operations, cable accounting procedures.
• Knowledge of cable television products and services.

CSD105 2024-42241 2024
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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