Technical Support Representative
Company Name:
COX Communications
Class Start Dates for this position are: May 12th, June 9th, & July 21st.
Cox Communications is looking for passionate, customer-focused representatives to play a pivotal role in the experience of customers through providing quality service and technical support. The Technical Support Representative, Customer Care, is part of a supportive, service-oriented team that engages in real-time troubleshooting with customers to resolve technical issues.
The Technical Support Representative plays a critical role in educating residential Cox customers about the installation and use of products. Position also helps grow the company through capturing opportunities to offer additional or upgraded services to customers as available.
RESPONSIBILITIES
Technical Expertise
-Work in call center environment answering inbound customer calls concerning questions about one or more products (e.g., instructions about hooking up Coxs equipment or their own)
-Discover the root cause of the problem and the action required to solve it, whenever possible, using company databases, customer information, and collaboration with other departments
-Engage in real-time troubleshooting while customer is on the telephone and schedule a service appointment in the system if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call
-Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
Promote Quality Customer Experience
-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 through checking 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
Drive Business Growth
-Grow the company through identifying sales lead generation opportunities, promoting Cox services, and offering service contracts. Add contracts as authorized by customers
In order to apply for this position please follow these steps:
Step 1: Go to the link and click on Advanced Search: http://bit.ly/1kvVGjz
Step 2: Insert the following number on the Job opening ID section: 46284. Then, click on Search.
Step 3: After that, click on Submit and you'll create a Username and Password that will help you access the system and apply.
COMPANY OVERVIEW
Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.
For more information about Cox Communications and its subsidiaries, please click here
www.cox.com, www.coxmedia.com, www.coxbusiness.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. (CCIOPEN)Estimated Salary: $20 to $28 per hour based on qualifications.
COX Communications
Class Start Dates for this position are: May 12th, June 9th, & July 21st.
Cox Communications is looking for passionate, customer-focused representatives to play a pivotal role in the experience of customers through providing quality service and technical support. The Technical Support Representative, Customer Care, is part of a supportive, service-oriented team that engages in real-time troubleshooting with customers to resolve technical issues.
The Technical Support Representative plays a critical role in educating residential Cox customers about the installation and use of products. Position also helps grow the company through capturing opportunities to offer additional or upgraded services to customers as available.
RESPONSIBILITIES
Technical Expertise
-Work in call center environment answering inbound customer calls concerning questions about one or more products (e.g., instructions about hooking up Coxs equipment or their own)
-Discover the root cause of the problem and the action required to solve it, whenever possible, using company databases, customer information, and collaboration with other departments
-Engage in real-time troubleshooting while customer is on the telephone and schedule a service appointment in the system if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call
-Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
Promote Quality Customer Experience
-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 through checking 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
Drive Business Growth
-Grow the company through identifying sales lead generation opportunities, promoting Cox services, and offering service contracts. Add contracts as authorized by customers
In order to apply for this position please follow these steps:
Step 1: Go to the link and click on Advanced Search: http://bit.ly/1kvVGjz
Step 2: Insert the following number on the Job opening ID section: 46284. Then, click on Search.
Step 3: After that, click on Submit and you'll create a Username and Password that will help you access the system and apply.
COMPANY OVERVIEW
Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.
For more information about Cox Communications and its subsidiaries, please click here
www.cox.com, www.coxmedia.com, www.coxbusiness.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. (CCIOPEN)Estimated Salary: $20 to $28 per hour based on qualifications.
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