Charter Spectrum Communication Desk Specialist in Town And Country, Missouri
JOB SUMMARYSenior Specialist is responsible for tracking, escalating, and reporting on issues affecting Customer Care sites and agents, as well as external customer-affecting issues for all Company products. Collaborates with others on the team to identify process improvements and best practices that enhance the Communications Desk s ability to serve its customers.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experience.Serves as a resource to representatives by providing real time support and assistance with escalations.Crafts and sends Priority 2 and Priority 1 Communication Desk alerts to pre-subscribed, audience.Opens, participates in and leads Communication Desk conference bridges as requested.Pulls and analyzes reports using Communication Desk tools to analyze customer call volume or outage trends for all lines of business, then takes appropriate action to escalate and resolve.Performs analysis of call center health using Communication Desk Dash tools. Tickets and escalates degradation and outages appropriately.Performs entry level IVR messaging using Synchronoss tools and ensures proper deflection levels are met or exceeded.Maximizes occupancy and service level through real-time and intraday monitoring of and analysis of contact volumes and AHT to forecast.Gathers and shares information and status on service-affecting issues; coordinating root cause analysis effortsInteracts with ITSOC through ticket entry and engagement, gathering and sharing information and status related to service-affecting issuesEnsures that Corporate Communications teams have all necessary information needed to provide appropriate information to agents and customers.Develop close partnership with teams that manage Company s billing system, coordinating releases, updates and managing all communication coming from billing.Responsible for managing all IVR, phone connectivity and vendor interactions related to telecom needs.Coordinates all change activity related to Company network and call centers.Develops and implements new technology and introduces them to Company customer base.Provides operational leadership and ensures effective administration of all call center programsPerform other duties as assigned.REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand English.Ability to analyze data and identify root cause, symptom and/or scope to escalate an issue.Ability to identify non-standard customer-impacting issues/situations and produce reports to clearly illustrate this information.Proven troubleshooting expertise with any of the Company products.Complex knowledge of Microsoft and Macintosh operating systems, Blue Page Diagnostics and internet communications and protocols; working knowledge of PC/Mac hardware and software.Ability to guide customers through established troubleshooting procedures to identify and resolve complex technical problems.The Spectrum brand is powered and innovated by Company . Company reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/DisabilityCompany will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.Employer's Job# 226466BRPlease visit job URL for more information about this opening and to view EOE statement.