• Ensure all activities that contribute to the successful installation and ongoing support of Charter residential telephone customers, including customer contact, Local Number Portability, switch provisioning and service activation• Actively and consistently support all efforts to simplify and enhance the customer experience• Manage a group of approximately 15 representatives• Coordinate /organize group activities to encourage self-motivation.• Conduct bi-weekly group meetings to ensure deliverance of updated product information• Review and evaluate daily statistical productivity reports.• Handle escalated customer concerns and provide satisfactory resolution to digital phone issues and Lifeline• Facilitate training/ coaching sessions• Provide monthly and yearly evaluations • Interact collaboratively with all departments to ensure excellence in delivering services that will support with the reduction of order invalidations• Payroll• Call monitoring • Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor performance metrics and provide feedback and coaching• Coach and develop best practices for handling of service complaints and handle escalation complaint calls from customers.• Provide guidance with order processing questions/issues, service complaints, answer questions regarding telephone services and products, discuss billing questions and service concerns, and provide instruction on troubleshooting techniques including escalation procedures to be used with trading partners.• Interface with other departments through written and verbal communications to handle switch provisioning issues

• Manage a group of approximately 20 representatives• Coordinate /organize group activities to encourage self motivation.• Conduct bi-weekly group meetings to ensure deliverance of updated product information• Review and evaluate daily statistical productivity reports.• Handle escalated customer concerns and provide satisfactory resolutions to cable related, High Speed and digital phone issues• Facilitate training/ coaching sessions• Provide monthly and yearly evaluations • Interact collaboratively with all departments to ensure excellence in delivering services• Payroll• Call monitoring • Monitor CSAT surveys• Maintain call center traffic volume• Sales motivator• Coaching, mentoring to develop our representatives

• Responsible for resolving customer concerns while enforcing customer satisfaction through trouble shooting• Mastered and utilized the company system to assist customers in resolving billing issues• Introducing and promoting new products to existing and potential customers• Develop and Coach CSR’s on new products and system navigation • Communicate departmental concerns and suggest possible resolutions• Create and maintain daily workflow logs

• Assisted customers with cable selections• Review monthly sales promotions• Retain customer from service disconnections

• Create lesson plans• Assist students with homework• Teach lessons• Plan activities

• Conducted demonstrations• Explained exhibits