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CSO Support Specialist-DSP in Augusta, GA at WOW!

Date Posted: 3/4/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Augusta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/4/2019
  • Job ID:
    5000457787806

Job Description

CSO Support Specialist


 


The Centralized Support Specialist are responsible for answering incoming calls from technical operations and customer care, process work orders, coordinate and monitor repair and service appointments, and maintain contact with customers.



Duties and Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:




  • Complete work orders and enter necessary data (i.e. equipment inventory numbers, arrival/completion times)

  • Provide Technician troubleshooting for Ultra and Legacy equipment provisioning issues

  • Provide inbound support to CC Care agents for customer scheduling complaints

  • Monitor technician work progress against scheduled appointment windows

  • Reschedule work orders per Technician requests

  • Maintain ongoing customer contact to keep appointments on track

  • Monitor and dispatch service-out work order pools as appropriate; screen work order pool to ensure that only valid work orders are dispatched; troubleshoot with customers when necessary

  • Follow established processes and procedures for service outs, outages, missed appointments and customer complaints; provide thorough follow-up via ongoing customer contact

  • Manage quota as appropriate for each market

  • Update billing system notes on an ongoing basis

  • Address market-specific email submissions constantly to ensure customer satisfaction

  • Other duties as assigned



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education:



  • Must possess a high school diploma or equivalent



Experience/Skills Needed:



  • Must possess a positive, can do attitude that is focused on providing an excellent customer service experience

  • Reliability and dependability are critical to support our customers

  • Prior Dispatch experience, strongly preferred

  • Minimum 6 months experience in customer service experience in a call center environment

  • Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone and ability to communicate technical information to a non-technical audience

  • Ability to add, subtract, multiply and divide figures and amount using whole numbers, common fractions and decimals

  • Ability to read and interpret documents such as product information, training materials and company policies

  • Ability to multi-task and function effectively and consistently in a fast-paced environment



Computer Skills:



  • Proficient in all Microsoft operating systems, Internet Software and email

  • Computer skills: MS Office suite, internet software, email

  • Must be capable of becoming proficient in the use of applicable billing systems and internal knowledge tools (training provided)

  • Experience with ICOM's or USHA billings systems a plus



Physical Demands/Working Conditions:



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to reach and hold on to items at chest level or reach above the shoulder

  • required to use close vision and be able to focus



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer