Call Center Customer Service Representative; Technical Support

Call Center Customer Service Representative (Technical Support)

As the nation’s third largest cable and broadband company, Cox has about 6 million total customers. Cox is also the nation's third-largest cable television provider.

Cox offers a variety of advanced digital video, high-speed Internet and telephone services over our own IP network. Business customers of all sizes are provided with our high speed Internet, phone and long distance services, as well as data and video transport services.

Cox Media offers local and national cable advertising in both traditional and new media formats, along with promotional opportunities and production services.

A Technical Support Representative is part of a supportive, service-oriented team that:

• Exceeds our customer’s expectations by providing top notch customer service.
• Engages in real-time troubleshooting with customers to resolve technical issues.
• Educates residential Cox customers about the use of products and additional service opportunities.
• Maximizes opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience.
• Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company.

The Cox Values include:

• Integrity - We do business with honesty and integrity. We meet or exceed the highest ethical standards in all of our business activities.
• People - Our employees are our most important asset. They set us apart. We invest in their continuous development and recognize their contributions to our success.
• Diversity - Diversity of cultures and ideas makes us stronger; it is a core Value  value different approaches, thinking perspectives and people.
• Customers - Our customers are our lifeblood. They depend on us to provide reliable, quality products and outstanding service at every opportunity.
• Community - Communities connect us to the people we serve. We are leaders and responsible citizens in the communities where we live and work.

Primary Responsibilities and

Essential Functions:

• Work in an energetic call center environment answering inbound customer calls concerning inquiries about one or more Cox products.
• Troubleshoot the root cause of customer problems and identify the action required to resolve issue and schedule service appointments when necessary.
• Provide 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.
• Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.
• Keep customers informed about progress by checking the status of work orders in customer record system.
• Provide seamless customer experience through documenting call details and new account information into the computer system.

Minimum Requirements:

• High school graduate or GED or equivalent work experience.
• 6 months work experience providing service directly to customers.
• 6 months experience using a computer in a work or non-work setting.
• Eligibility to work in the United States.

Preferred Qualifications:

• 6 or more months experience troubleshooting basic hardware, software, and/or connectivity issues.
• 6 or more months experience working in a position that requires meeting sales goals.
• Keen aptitude for helping customers and a customer experience focus.
• 1 to 2 years of work experience in a customer service role.
• Enthusiastic and personable, with the ability to adapt and thrive in constant change.
• Strong computer skills and ability to navigate through multiple screens.

Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises.