Company Overview
At Time Warner Cable Inc. we're all about connecting people and businesses with information, entertainment and each other. That's why we bring you the latest innovations for your home - from high-definition television to Enhanced TV features to high-speed data and Digital Phone services. We also believe in the power of community, which we show through our signature education programs, countless hours of volunteerism and by contributing cash and in-kind support to benefit the communities where we operate. We believe that innovation begins with our employees and partners, and that diversity and inclusion create an environment for success. We invite you to find out more about our diverse community of employees

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Customer Service & Sales Rep
10/25/2009		 Apply for this job now!
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Company: Time Warner Cable Contact: Not Available
Location: map it!US-OH-Canton Phone: Not Available
Base Pay: N/A Fax: Not Available
Employee Type: Full-Time Email: Send Email Now
Industry: Other Great Industries Ref ID: 115840BR
Manages Others: Not Specified
Job Type: Customer Service
Sales
Req'd Education: High School
Req'd Experience: Not Specified
Req'd Travel: Not Specified
Relocation Covered: Not Specified
Job Description
Brief Job Description:Next Class starts in December.Time Warner Cable is seeking motivated, friendly, dependable professionals to consult with our customers regarding billing, general requests, addition of products and services and basic technical questions.Our goal is to consistently provide a positive, all-inclusive customer experience. To accomplish this, our customer care and sales associates must:
  • Build customer relationships
  • ‘Own’ every customer’s experience to drive satisfaction and first contact resolution
  • Understand and achieve sales and retention and goals and objectivesResponsibilities:Ensure Customer Satisfaction – Internal and External
  • Work independently and in teams to ensure the success of Time Warner Cable
  • Understand customer needs and expectations on every call to ensure an exceptional customer experience
  • Receive and respond to a high volume of telephone inquiries from customers and provide expert advice and solutions through consultative selling and problem resolution
  • Provide all pertinent information to the customer and document it using the appropriate call-tracking system to ensure first contact resolution
  • Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-educationProvide Billing and Technical Care
  • Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
  • Work with customers who have accounts that are in past due status to ensure that they understand their options and do not experience any disruption in service
  • Provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues
  • Educate customers as to how to solve similar billing and technical issues in the future
  • Listen to customer concerns and diffuse frustration by providing options and solutionsDrive Value, Awareness and Sales
  • Provide value-added service by introducing and selling products and services not currently in the customer’s home that might enhance the customer’s overall experience
  • Initiate customer education opportunities regarding existing products and services to drive awareness and thus increased value
  • Work with customers in past due status to negotiate a solution that enables uninterrupted service
  • Document all pertinent information using the appropriate call-tracking system
  • Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
  • Demonstrate understanding and appreciation of customer priorities and seek out long-term solutionsRequired Skills:
  • Excellent verbal and written communication skills
  • Customer service experience (call center or otherwise)
  • Proven problem solving, analytical and decision making skills.
  • Ability to negotiate to the best outcome for the customer and company
  • Solid work experience, history and references
  • Experience in a fast paced work environment (call center or otherwise)
  • Ability to multi-task and prioritize
  • Ability to work in a windows environment and learn additional programs as needed
  • Sales experience and/or marketing experience is a plus
  • High school diploma required, Bachelors degree is a plusShift:Must be flexible, the call center is open 7 days a week, 24 hours a day.We do not accept unsolicited resumes or telephone calls. All qualified applicants must apply online at www.timewarner.com/careers.TIME WARNER CABLE IS AN EQUAL OPPORTUNITY EMPLOYER - M/F/D/V 
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