Customer Care Rep

** Customer Care Representative **

Job Summary:
Provides customer support and acts as primary liaison between the customer and the billing dept, support, engineering, and sales teams, while promoting top tier customer relations. This role reports to the Sr. Director, Customer Care.

Essential Job Functions and Responsibilities:
* Answer incoming calls, emails, and online chats from customers to respond to quote requests, requests for channel changes, contract inquiries, and general account information
* Create and process programming addendums and cash sale agreements for properties requesting channel changes, and room count changes
* Prepare and send channel lineups to properties and provide options for channel additions, removals, and swaps if requested
* Prepare information packets for MDUs in which residents can upgrade their service
* Refer properties to the appropriate departments to address both technical issues, new sales inquiries, as well as billing questions or concerns
* Manage and follow-up with outstanding Customer Care cases
* Assist property managers with questions they may have concerning upgrades for their residents and address any concerns they may have about their residents’ accounts
* Maintain cases for account terminations and suspensions, focusing on opportunities for saving and retaining the customer
* Process assumptions upon notice of property sales or transfers
* Participation in departmental meetings and training sessions is required
* Update Customer Care spreadsheets and Salesforce information to maintain accurate and current data
* Discuss options with existing customers regarding price reductions and promotions to encourage customer retention
* Process residential upgrades on MDU accounts and properties with MFH overlays
* Process and submit the required DIRECTV paperwork for renewed accounts
* Collaborate with DIRECTV agents to investigate programming and billing issues on accounts
* Assist with customer reporting on high profile brand accounts (i.e. Hilton, Marriott)
* Consistently treating all contacts, internal and external, professionally, honestly and respectfully
* Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility and quality performance
* Other miscellaneous duties as assigned by management

Knowledge/Skills/Abilities:
* Excellent written and verbal English
* Excellent telephone, verbal and written business communication skills
* Conflict resolution and problem-solving skills required

Note:

Due to a potentially high number of applicants, it might not be possible to respond to each applicant individually. Once this job is no longer visible, it has been filled.