Tier 3 Customer Service Representative
Customer Operations, St. Petersburg, FL, United States
Overview
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
JOB SUMMARY
The Mobile Customer Service Tier 3 serves as an internal and external interface for handling and resolving difficult and complex mobile related fulfilment, shipping, billing, and troubleshooting – both device and service – scenarios. The Spectrum Mobile Tier 3 Representative will have an in-depth knowledge of the Company’s Mobile offerings, technical requirements, device features and functionality, network capability, and billing information. The Spectrum Mobile Tier 3 Representative will provide high level technical support in a manner consistent with Charter’s policies, procedures and quality standards. Tier 3 Agents work independently with minimal supervision.
SCHEDULE: Friday - Tuesday (Wed/Thu OFF), 2-11pm
Major duties and responsibilities
Provide enhanced technical support for customers on the more complex device, billing or service issues. Serve as the primary liaison between customer service and various back side departments as well as Spectrum Mobile supplier, service and network vendors – this includes taking inbound calls from Spectrum Stores to ensure our customers leave with a working device.
Possess knowledge of all frontline agent training content, processes and practices covering billing, device features and functionality, and service troubleshooting.
Monitor and track all Tier 3 ticket submissions, resolutions and response time.
Interact with Tier 1 specialists and resolve escalated problems. Work with lead and management team on more critical issues when necessary.
Communicate systemic device, feature or service problems, as appropriate, to management.
Work with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
Accurately document customer account records based on actions taken.
Demonstrate accountability by following through on all necessary ticket/event touch points with appropriate sense of urgency.
Manage internal and external contacts professionally and efficiently.
Fulfill work schedules as required.
Ability to perform other duties and/or projects as assigned.
Required qualifications
Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and services.
Knowledge of Spectrum Mobile offers and billing system.
Excellent verbal and written communication skills, and ability to interact with front line agents, call center leadership, internal technical (Tier 4) departments, and external vendors.
Complex problem solving skills.
Strong follow-up skills, accuracy and attention to detail.
Excellent customer service skills, including positive phone demeanor.
Works various schedules including holidays.
EOE, including disability/vets.
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JOB SUMMARY
The Mobile Customer Service Tier 3 serves as an internal and external interface for handling and resolving difficult and complex mobile related fulfilment, shipping, billing, and troubleshooting – both device and service – scenarios. The Spectrum Mobile Tier 3 Representative will have an in-depth knowledge of the Company’s Mobile offerings, technical requirements, device features and functionality, network capability, and billing information. The Spectrum Mobile Tier 3 Representative will provide high level technical support in a manner consistent with Charter’s policies, procedures and quality standards. Tier 3 Agents work independently with minimal supervision.
SCHEDULE: Friday - Tuesday (Wed/Thu OFF), 2-11pm
Major duties and responsibilities
Provide enhanced technical support for customers on the more complex device, billing or service issues. Serve as the primary liaison between customer service and various back side departments as well as Spectrum Mobile supplier, service and network vendors – this includes taking inbound calls from Spectrum Stores to ensure our customers leave with a working device.
Possess knowledge of all frontline agent training content, processes and practices covering billing, device features and functionality, and service troubleshooting.
Monitor and track all Tier 3 ticket submissions, resolutions and response time.
Interact with Tier 1 specialists and resolve escalated problems. Work with lead and management team on more critical issues when necessary.
Communicate systemic device, feature or service problems, as appropriate, to management.
Work with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
Accurately document customer account records based on actions taken.
Demonstrate accountability by following through on all necessary ticket/event touch points with appropriate sense of urgency.
Manage internal and external contacts professionally and efficiently.
Fulfill work schedules as required.
Ability to perform other duties and/or projects as assigned.
Required qualifications
Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and services.
Knowledge of Spectrum Mobile offers and billing system.
Excellent verbal and written communication skills, and ability to interact with front line agents, call center leadership, internal technical (Tier 4) departments, and external vendors.
Complex problem solving skills.
Strong follow-up skills, accuracy and attention to detail.
Excellent customer service skills, including positive phone demeanor.
Works various schedules including holidays.
EOE, including disability/vets.
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