Technical Support Onboarding Specialist

Location
Chesapeake, Virginia
Salary
competitive
Posted
Jun 17, 2019
Specialty
Account Management
Metro Area
Other
Duration
Full Time

 Summary




The Onboarding
Specialist spends 50% of the time handling incoming technical support related
calls from residential customers.  This role is responsible for exceeding
our customer’s expectations by providing exceptional customer service and
maximizing opportunities to sell additional or upgraded services to
customers.  In addition, the Onboarding Specialist spends 50% of their
time providing additional support to new hire employees once they have
completed the classroom portion of training.  This will include but not
limited to:





·         Offer guidance and
assistance to new hires on day-to-day functions of their role



·         Provide feedback/coaching on
successful tactics to provide an exceptional experience



·         Improve the performance in
all metrics, effective call handling,  best practices to optimize
performance



·         Provide an excellent overall
customer experience while cross-selling other Cox products and services.



 





Primary Responsibilities and Essential Functions



·         Works in an energetic call
center environment delivering excellent customer care by greeting customers,
asking questions, and actively listening to customers to understand their needs
or requests.



·         Educates customers on
billing details, Cox policies and procedures concerning prices, billing and
service or trouble shoot the root cause of customer problems and identify the
action required (using company databases, customer information, and collaboration
with other departments) to resolve issue and schedule service appointments when
necessary (dependent on current call function supported).  



·         Provides total customer
service by asking questions and listening to customers in order to understand
their needs, requests, or problems while identifying sales and up-selling
opportunities that will drive additional revenue for the company. 



·         Builds customer loyalty by
resolving customer problems on the first call and when applicable placing
follow-up calls to customers after receiving acknowledgment of action taken by
other Cox departments.



·         Keeps customer informed
about progress by checking the status of work orders in customer record system.



·         Provides 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.



·         Serves as a resource for the
Onboarding Supervisors to utilize to help new hire employees gain job
proficiency when they begin taking inbound customers calls



·         Provides assistance to new
hires that may be struggling in a particular area of performance by providing
targeted, one-on-one subject matter expertise to improve performance. 



·         Conducts side by side
observations with new hires and allow new hires to observe their inbound calls
while successfully demonstrating the 5 Essential Behaviors and appropriate call
flow



·         Provides informal input to
leadership and training on performance issues and customer experience process
improvements.



·         Participates in team or
departmental meetings and individual meetings with Supervisor concerning job
performance.



·         Other duties as assigned







Qualifications:

Minimum

·          High school graduate or GED or equivalent work experience

·         1 year of proficient work experience/results as a CCR1 - Tech Support.

·         Exceptional skills in communicating effectively, efficiently delivering high level of customer service, troubleshooting, selling, computer skills, providing feedback and coaching to improved performance.

·         Excellent skills in building relationships. 

·         Reliable, dependable and ability to adapt to changing work environment.

·         Tolerance for a structured work environment and to work effectively with teams throughout organization.

Preferred

  • 1-3 years of experience in a customer service role

  • About Cox Communications

    Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

    Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

    Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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