Customer Care Representative
CurrentProvide quality service to customers via phone• Full service end to end billing related questions• Troubleshooting to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources• Assists field employees in authorizing customer accounts, schedules and cancels work orders for technicians• Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency• Work with upper management to streamline troubleshooting processes and maintain appropriate troubleshooting procedures• Provide backup assistance for lead team monitoring agent request for assistance and escalations• Identify cross and up sell opportunities to recommend products to increase revenue per account• Mentor and assist new team members with general policy/ troubleshooting • Monitor system and escalate potential and undeclared issues that impact customer service experience